Remote Workforce Forecasting & Scheduling Analyst

Maximus; Olympia (WA); Remote; USD 60,000 - 73,000; Full time

Job summary

Maximus is seeking an Analyst - Workforce Services to help optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will turn data into actionable staffing decisions that improve service levels, efficiency, and the customer experience.

The role requires strong analytical skills, experience with workforce management tools (Amazon Connect or similar), and the ability to develop accurate forecasts and schedules for inbound and

Qualifications

• Bachelor's degree in a relevant field and 3+ years of experience.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Proficiency with WFM tools for forecasting, scheduling, and real-time monitoring.

Responsibilities

• Provide analytics data of call and web chat arrival patterns and seasonality.
• Analyze schedules for agents and optimize staffing for efficiency.
• Monitor attendance and adjust in workforce management software.
• Track schedule adherence and real-time activity to meet goals.
• Create ad hoc reports on agent scheduling and volumes.
• Develop forecasts for inbound volumes and back-office workloads.

Skills

Forecasting

Scheduling

WFM analytics

Data analysis

Communication

Education

Bachelor's degree in relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus is seeking an Analyst - Workforce Services to help optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. You will turn data into actionable staffing decisions that improve service levels, efficiency, and the customer experience.

The role requires strong analytical skills, experience with workforce management tools (Amazon Connect or similar), and the ability to develop accurate forecasts and schedules for inbound and