Workforce Planning Analyst - Maximus

Maximus is currently hiring a Remote Workforce Planning Analyst. This position is responsible for creating and providing revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents, and call center performance.

Essential Duties and Responsibilities:

- Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.

- Analyze reports and query database from call center software, agent attendance data and WFM Software.

- Determine Agent Adherence to schedule and agent performance.

- Create and design Ad hoc reports for data pertaining to agent scheduling, call/web chat volumes, Agent-Performance Metrics.

- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.

- Analyze, determine, and communicate work/training schedules for agents to operations management.

- Identify and determine required staff based upon deviation reports and make recommendations for improvements.

- Recommend improvements in project performance based on analysis of Forecast to Actuals.

- Determine, document, and escalate concerns on agent performance to management.

- Responsible for skillset management of agents as instructed by operations leadership or management including availability of agent to queue vs skillset and call back assignments.

- Provision Agents within business systems to create optimal project performance and make recommendations for improvement.

- Manage real time monitoring of agents and notification of unscheduled agents' activities and adherence.

- Take action on operation items escalated by Junior WFM Analysts.

- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.

- Continuously create Work Instructions and Job Aids for supervisors to provide instruction on what action is required for specific codes.

The 6 month time in position rule can be waived for CCO employees under the following circumstances: employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment.

This position is fully remote and will require a home office.

Home office requirements:

- Reliable high-speed internet service

- Minimum 25 Mpbs download speeds/50 Mpbs for shared internet connectivity

- Minimum 5 Mpbs upload speeds

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Experience in SQL, Python, Power BI, Aspect/Alvaria preferred.

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.

Annual Base Pay Minimum for this Position

$

44,000.00

Annual Base Pay Maximum for this Position

$

65,000.00