Forecasting and Capacity Planning Analyst

1 month ago
Requisition ID
# of Openings
Job Function
Job Schedule
Regular Full-Time


Reporting to the Manager/ Director of Staffing Optimization and Workforce Management (WFM), the Analyst works closely with 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. The Analyst will be responsible to align staff both strategically (long-term) and tactically (short-term) with workload demand and contract requirements implementing business process management (BPM) 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 Standardized Operations and Analytics (SOA) BPM 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.


  • 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
  • Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts
  • 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
  • Develop operational production plans to efficiently allocate staff resources against workload
  • 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
  •  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
  • 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
  • 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
  • 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
  • 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
  • Collaborate with SOA BPM team to ensure successful implementation of chosen solutions
  • Perform other duties as assigned by leadership

The Ideal Candidate will Possess the Following Additional Education and Experience

  • Bachelor’s degree from an accredited college or university in operations research, mathematics, statistics, industrial engineering or related field required
  • Strong ability to develop/maintain forecasts to predict staff need under a variety of intake volumes and conditions
  • 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
  • Experience performing quantitative and qualitative analyses of existing business processes 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
  • 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
  • Business analytics, BPM, SQL basic skills, Simulation Modeling, Six Sigma, and other process improvement exposure 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 preferred
  • Experience with simulation or optimization modeling of service/production/manufacturing processes preferred
  • Knowledge of government sponsored health care programs and systems preferred

EEO Statement

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.


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