MAXIMUS

Workforce Management Analyst

Job Locations US-MI-East Lansing
Posted Date 2 weeks ago(1/31/2018 3:10 PM)
Requisition ID
2018-29398
# of Openings
1
Job Function
Workforce Management
Job Schedule
Regular Full-Time

Overview

The Workforce Management Analyst works with the call- or service-center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models to optimize service quality and efficiency, and creates/analyzes reports critical to the center's operations and oversight.

Responsibilities

  • Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis.
  • Creates and communicates schedules and provides regular reports to management on workload and workforce.
  • Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency using such criteria as agent to queue ratios, adherence, agent skillset and call back assignments.
  • Creates and designs ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics.
  • Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs.
  • Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.
  • Make recommendations for improvements in project performance based on analysis of complex metrics.
  • Identifies, shares and continuously improves best practices throughout MAXIMUS WFM community
  • Uses metrics to analyze and recommend improvements to the WFM process and operating performance.
  • May oversee more junior workforce management staff or handle escalated issues or problems.

The Ideal Candidate will Possess the Following Additional Education and Experience

  • Bachelor’s degree from an accredited college or university in accounting, business administration or a closely related field. Workforce management certification a plus.
  • 3+ years of Workforce Management, Production planning, scheduling or time and labor management knowledge or experience
  • Strong analytical skills with the ability to identify, analyze and interpret problems and trends
  • An understanding of call- or service-center metrics, terminology and business processes
  • Proficiency in Intermediate Microsoft Office Applications
  • Excellent communication skills
  • Experience using Workforce Management software

 

 

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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