Workforce Management Analyst

Job Description Summary

Job Summary

Essential Duties and Responsibilities:

- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and 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 line and make necessary adjustments in workforce management software to account for absences and late arrivals.

- Accurately track and manage contact 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 volumes, Web Chat Volume, Agent Performance Metrics.

- Create, track, and maintain agent metrics for historical information purposes.

Minimum Requirements:

- Bachelor's degree in related field required.

- 3-5 years of related professional experience required.

MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO Statement

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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.

Posted Max

USD $75,000.00/Yr.

Posted Min

USD $42,400.00/Yr.

Salary : $75,000 - $0