MAXIMUS

Workforce Management Analyst

US-VA-Hampton
2 months ago
Requisition ID
2017-26955
# of Openings
1
Job Function
Analyst
Job Schedule
Regular Full-Time

Overview

The position provides critical support to contact center operations by executing MAXIMUS corporate WFM best practices around: optimized scheduling, work allocation, real time management, WFM performance management, and network allocation (when applicable). Key responsibilities include:    1) scheduling staff based on the current tactical forecast, 2) performing intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals, and 3) monitoring the real time activity to ensure optimum productivity/efficiencies. On a regular and continuous basis, the WFM Analyst must exercise judgment and assume responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the organization. The position may be engaged with the corporate WFM “community” resident in the Standardized Operations and Analytics Group.

Responsibilities

  • Create and maintain contact center shifts and schedules based on the tactical call forecast in WFM platform that are capable of meeting performance targets while allowing for training, team meetings and other such events.
  • Monitor all contact center queues and revise schedules in real-time to accommodate absenteeism, unexpected fluctuations in volume and changes to team schedules.
  • Monitor service levels and productivity throughout each day and propose adjustments to work schedules to the WFM Manager when needed.
  • Conduct analysis and recommend solutions to real time performance issues.
  • Measure forecasting accuracy (call forecast to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) and work to reduce variations in order to ensure performance goals are met. Check arrival pattern shifts. Provide input/feedback for the long-range forecasts for both call volumes and staff needed to ensure service goals are met.
  • Propose optimal use of VTO (voluntary time off) and OT as needed to achieved performance targets to the WFM Manager and, upon approval, notify supervisors and adjust schedules.
  • Develop a productive relationship with contact center supervisors and maintain contact with them throughout the day via instant messaging, email and in-person discussions when necessary.
  • Process PTO approvals and update schedules as necessary. This includes advising the WFM Manager if PTO approvals create risk that cannot be easily mitigated.
  • Process all attendance issues, adjust schedules as necessary and elevate risk created by attendance issues.
  • Update WFM platform, as needed, to capture new hires and attrition. Monitor shrinkage.
  • Provide training to supervisors in the use of WFM platform functions and interpretation of the data presented by the WFM platform.
  • Perform other duties as assigned by management.

The Ideal Candidate will Possess the Following Additional Education and Experience

 

  • Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Mathematics, Statistics or related field, or equivalent experience required.
  • Strong analytical and statistical interpretation of data, working knowledge of workforce management.
  • Strong analytical skills to collect and interpret data and information to solve problems.
  • Avid user of analytics.
  • Skill in the use of personal computers and related software applications.
  • Advanced level of proficiency in Microsoft Office (Word, Visio, Project, ITG and Excel).
  • Superior communication skills.
  • Strong relationship management skills with the ability to relate to people at all levels of the organization.
  • Prior experience in Workforce Management in a large call center or two years of experience using structured methodologies in analysis and/or quality control required.
  • Excellent knowledge of workforce management calculations, technologies and key performance indicators required.
  • Extensive experience with Workforce Management software such as Blue Pumpkin, Pipkins, Aspect, IEX, etc. preferred.
  • Two years of experience with scheduling personnel in a large scale call center with multiple locations preferred.
  • Experienced with developing and enhancing systems organizational structures preferred.
  • Highly organized and can work independently as well as with a team. '
  • Flexible, receptive to change, ability to adapt quickly to changing business requirements.
  • Ability to act independently to resolve issues quickly and accurately, and to escalate where appropriate.
  • Ability to maintain confidentiality of sensitive employee information.
  • Ability to successfully execute multiple, complex tasks simultaneously and manage multiple projects.
  • Ability to interface well with business professionals and non-technical staff at all levels as the ability to work effectively as a team member and independently.
  • Ability to influence and negotiate through the use of verbal, written and interpersonal communication at all levels of the organization.
  • Regular Attendance required.
  • Heavy computer usage required.

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.

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