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.