Remote Workforce Planning & Analytics Analyst

Maximus; Boston (MA); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Fully remote

Equipment provided

Job summary

Maximus is seeking an Analyst for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into staffing decisions to improve service levels and customer experience.

The ideal candidate will have a degree and 3+ years in the field, with experience forecasting inbound volumes and using workforce management software. This is a fully remote role for U.S.

Qualifications

• Bachelor's degree or equivalent with 3+ years of experience required.
• Experience forecasting inbound contact center volumes and back-office workloads.
• Experience using workforce management software (e.g., Amazon Connect, NICE/IEX, Verint, Calabrio).

Responsibilities

• Provide analytics data of call/web chat patterns and seasonality.
• Analyze, determine, and communicate agent schedules; maintain staff plan hours.
• Monitor attendance and adjust in WFM software for absences/late arrivals.
• Track schedule adherence and monitor Real-Time/Intra-Day activities.
• Create ad hoc reports on agent scheduling, volumes, and performance metrics.
• Maintain agent metrics for historical analysis.

Skills

Forecasting

Data analysis

Scheduling

Statistical analysis

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 for Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. The role focuses on turning data into staffing decisions to improve service levels and customer experience.

The ideal candidate will have a degree and 3+ years in the field, with experience forecasting inbound volumes and using workforce management software. This is a fully remote role for U.S.