Sr Analyst - Wrkfrc Plan at Maximus Services, LLC in McLean, Virginia

Job Description:

Job Introduction

Maximus is currently hiring a Remote Sr Workforce Planning Analyst to join our optimitzation function team. This position is responsible for creating efficiency inside of mid to long-term (8+ days) forecasting and staff utilization while aligning with contracted service level agreements and operational feedback. The preferred candidate will be a critical thinker with experience working inside of analytical roles, will have the ability to adapt and perform forecasting tasks, and will have a track record of consistency.

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.

- Create and design ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, 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.

- Support the WFM supervisor with assigned duties and act as the department subject matter expert.

- 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 and distribute to Management.

- Create and interpret 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.

Minimum Requirements:

- Bachelor's degree with 5+ years of experience.

- Advanced degree or professional designation preferred.

- Develop solutions to a variety of complex problems.

- Work requires considerable judgment and initiative.

- Exerts some influence on the overall objectives and long-range goals of the organization.

Education and Experience Requirements

Additional Duties and Requirements

• Bachelor's Degree or equivalent combination of education, technical training or work experience considered in lieu of degree with 5 years of experience.


• 2+ years of experience inside of an analytical or workforce role preferred.


• Experience using a workforce management solution (NICE IEX, Alvaria/Aspect, Calabrio, etc.) preferred.


• Excellent skills in organization, prioritization, time management, communication and handling multiple tasks.


• Strong SQL queries knowledge preferred.


• Proficient in MS Excel and Power BI as well as other Microsoft Office tools preferred.


• Successful experience delivering excellent customer service.


• High level of commitment, initiative, vision, and enthusiasm.


• Experience conveying analytical concepts to cross-functional peers.

Home Office Requirements:

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

• Reliable high-speed internet service


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


• Minimum 5 Mpbs upload speeds

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.

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 $53,500.00/Yr.