Remote Workforce Planning & Analytics Analyst

Maximus; Helena (MT); Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Fully remote

Equipment provided

Equal opportunity employer

Job summary

Maximus is seeking an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics.

You will transform data into staffing decisions that improve service levels and customer experience, develop forecasts, manage schedules, and generate reports. This remote role supports US operations and requires a bachelor’s degree with several years of experience.

Qualifications

• Bachelor's degree in relevant field required.
• At least 2 years forecasting inbound contact center volumes and back-office workloads.
• Experience using Amazon Connect for workforce management or similar software, including forecasting, scheduling, real-time monitoring, and reporting.

Responsibilities

• Provide analytics data of call/web chat arrival patterns and seasonality analyses.
• Analyze, determine, and communicate work schedules for agents; review staff plan hours.
• Monitor agent attendance and adjust in workforce management software.
• Track and manage schedule adherence and monitor Real-Time and Intra-Day activities.
• Create ad hoc reports for data on agent scheduling and call/chat volumes.
• Create, track, and maintain agent metrics for historical purposes.

Skills

Forecasting

Scheduling

Data analysis

Communication

Education

Bachelor's degree

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Maximus is seeking an Analyst in Workforce Services to optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics.

You will transform data into staffing decisions that improve service levels and customer experience, develop forecasts, manage schedules, and generate reports. This remote role supports US operations and requires a bachelor’s degree with several years of experience.