Analyst - Workforce Services(Remote)

Join Maximus as an Analyst – Workforce Services and help optimize contact center performance through forecasting, scheduling, real-time monitoring, and workforce analytics. We are seeking a detail-oriented professional who can turn data into actionable staffing decisions that improve service levels, efficiency, and customer experience. Essential Duties and Responsibilities: Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/ web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance. Analyze, determine, and communicate work/training schedules for agents. Maintain production data and review of staff plan hours for accuracy to optimize efficiency. Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals. Accurately track and manage call center schedule adherence. Monitor all Real-Time and Intra-Day activities to ensure operational goals. Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, , Agent Performance Metrics. Create, track, and maintain agent metrics for historical information purposes. Develop and maintain forecasts for inbound contact volumes and back-office workloads using historical trends, seasonality, and anticipated business changes to support staffing, scheduling, service levels, and processing turnaround targets. Monitor forecast accuracy, investigate variances, and adjust projections as needed. Provide workforce attendance oversight, assess the operational impact of absences and late arrivals, and implement appropriate workforce management adjustments to support staffing and service objectives. Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience. At least 2 years of experience forecasting inbound contact center volumes and preferred back-office workloads. Experience using Amazon Connect for workforce management or similar software (i.e. NICE/IEX, Aspect eWFM, Verint WFM, Calabrio WFM), including forecasting, scheduling, real-time monitoring, and reporting, preferred. *Position is contingent upon contract award* This is a fully remote role. Must be a U.S. citizen. Equipment will be provided but must meet the remote position requirement provided below. Must have the ability to pass a federal background check. Remote Position Requirements: Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to Minimum 5mpbs upload speed. Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router. Private work area and adequate power source EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at View email address on click.appcast.io . #J-18808-Ljbffr MAXIMUS