Senior Workforce Planning Analyst

Description & Requirements

Maximus is currently hiring a Senior Workforce Planning Analyst. This position is responsible for providing analytics data of call center performance, creating ad hoc reports, and oversee a variety of Workforce Planning functions.

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.

- Create and design ad hoc reports using SQL and/or other software languages for data analysis pertaining to agent scheduling, call/web chat volumes, , Agent Performance Metrics.

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

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

- Manage skillset and optimization of agents either independently or as instructed by 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. - Create, track, and maintain agent metrics for historical information purposes.

- Make recommendations for improvements in project performance based on analysis of forecast to actuals.

- Maintain workforce management templates for monthly roll up and required performance reporting.

- Configure events within the workforce management database use of the system by end users and operational analysis.

- Oversee maintenance of tracking system for log in/log out production and reporting.

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

- Take the lead on projects, research and resolve operational items escalated by workforce management Analysts.

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

- Assist in training Workforce Management new hires as directed by supervisor.

- Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management.

- Accurately track and manage contact center schedule adherence.

- Complete and manage schedule exceptions/adjustments for the company.

- Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests.

- Conduct analysis and recommend solutions to real time performance issues.

- Monitor operational statistics and trends.

- Evaluate reports and make recommendations regarding call volume statistics and staffing models that support client service level agreements.

- Prepare daily/weekly/monthly and ad hoc reports for management, identifying inefficiencies and outlining opportunities for improvement.

- Analyze and make recommendations for appropriate course of action based on findings and business justification.

- Collect trends and information needed to communicate to operations and reports those trends to supervisor.

- Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

- Attend meetings with operations management and fills in when needed, in the absence of supervisor or manager.

- Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor.

- Create forecasts and build staffing requirements for the project.

- Adjust forecasts and make recommendations for staff adjustments to management.

- Real time monitoring of agents and notification of unscheduled agents activities and adherence Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.

- Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met.

- This assistance will occur real-time and historical, as well as proactively planning for future requirements.

- Perform other duties as may be assigned by management.

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.

Minimum Requirements

- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

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

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.

Minimum Salary


$

65,000.00

Maximum Salary


$

80,000.00