Capacity Planning Analyst - Call Center - Maximus

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.

Reporting to the Supervisor, Workforce Optimization (WFO), the Analyst works closely with Workforce Management (WFM) staff, contact center management and operations/project management to develop demand forecasts, analyze drivers of performance and develop capacity plans that meets project performance goals.
The position is responsible for overseeing the effective use of reports, and developing and maintaining accurate call center and/or operations forecasts using statistical and other quantitative analysis methods including simulation to support development of efficient staffing plans. He/she will be responsible to align staff both strategically (long-term) and tactically (short-term) with workload demand and contract requirements implementing Standardized Operations and Analytics(SOA) best practices and process performance monitoring, leveraging existing reporting capabilities and conducting process analysis as needed. The position follows MAXIMUS best practices set forth by the SOA Group and closely collaborates with the SOA function for best practice methods and technical expertise. The position provides guidance, background information, and assistance to management staff on the development of new reports and the modification and interpretation of existing reports.

Essential Duties and Responsibilities:
- Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and other mathematical methods.
- Develop knowledge of daily operations and collaborate with supervisors, managers and front- line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities.
- Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities.
- Develop a working level of knowledge of the Call Center to define, optimize, automate and manage business processes to identify key measures or indicators of process performance and the actions needed to improve or correct performance.

1. Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data/statistical analysis, simulation modeling and other mathematical methods.

2. Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts.

3. Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) with WFM staff and work together to reduce variations in order to ensure performance and productivity goals are met.

4. Develop operational production plans to efficiently allocate staff resources against workload.

5. Optimize staff shifts/schedules based on the tactical forecast that are capable of meeting

Performance targets while allowing for training, team meetings and other such events.

6. Develop expert knowledge of daily operations and collaborate with supervisors, managers and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities.

7. Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities. Plan and execute analysis - often interrogating data and other information to perform root cause analysis and develop an impact assessment.

8. Oversee real time performance issues and implement contingency actions in event of forecast deviating from the real time scenario. Work closely with the WFM staff to execute plans and react quickly if any real time performance issues.

9. Mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the following areas: business and operational analysis, and interpretation and effective use of process performance data, presentation objects and other analysis artifacts.

10. Facilitate discussion among process stakeholders (both technical and non-technical) in order to elicit, analyze, communicate (both written and verbally) and validate requirements for business intelligence (reporting) needs.

11. Collaborate with SOA team to ensure successful implementation of chosen solutions.

Minimum Requirements

Minimum Requirements:
- Bachelor's degree in related field.
- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

• 1-3 years experience in data analytics

• Experience with Simulation Modeling, preferably in contact center/workforce/production/manufacturing processes.

• Experience in workforce planning, preferably in contact centers

• Experience performing quantitative and qualitative analyses of existing business processes and call center metrics based on in-depth knowledge of organizational and or client objectives.

• Effective application of relevant statistical forecasting, workforce management methods.

• Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities.

• Education Required: MS and/or BS in operations research, mathematics, statistics, industrial engineering or related field required.

Skills / Knowledge Required:

• Strong ability to develop/maintain forecasts to predict staff need under a variety of intake volumes and conditions.

• Strong ability to define data requirements, gather and validate data and other information, apply judgment and statistical tests.

• Ability to conduct and manage mathematical or statistical studies, to create and interpret statistical analyses- regression, time series.

• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Ability and desire to represent and explain complex models and forecasting principals to program and operation staff and front-line management in familiar and non-technical language.

• Excellent analytical skills.

• Exceptional proficiency in Microsoft office applications (particularly Excel).

• Possess superior oral and written communication skills.

• Candidate must be self-starting, energetic, and motivated.

Skills / Knowledge Preferred:

• Knowledge of complex relational databases, mathematical modeling and statistical software, business and management principles involved in strategic planning, resource allocation, human resources modeling, production methods, and coordination of people and resources.

• Knowledge of government sponsored health care programs and systems.

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.