• Workforce Management Specialist

    Job Locations US-FL-Jacksonville
    Posted Date 2 weeks ago(2 weeks ago)
    Requisition ID
    # of Openings
    Job Function
    Workforce Management
    Job Schedule
    Regular Full-Time
  • Overview

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.




    The Workforce Management Specailist will use their organizational and detail skills to schedule and publish reports on a regular basis per business requirements. The administrator will monitor and track intraday agent activity to assist with driving higher resource efficiency and inform leadership of any potential deficiencies.


    • Utilize workforce management and contact center tools to understand the current state of performance across all supported projects
    • Monitor real-time inbound traffic to help ensure that service levels are met
    • Work with leadership to effectively optimize production
    • Work to support capacity planning exercises to identify short term and long term staffing requirements
    • Assist with the optimizing of schedules and forecasts and communicate results to management
    • Prepare and maintain reports, dashboards, daily, weekly, and monthly communications
    • Assist in preparing ad hoc analysis that enables strong understanding of the business
    • Provide guidance on report and dashboard development to team members and management as needed
    • Create and maintain existing procedure documentation
    • Support the Workforce Management Supervisor and Workforce Manager

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • High school diploma or GED required
    • One (1) year experience in workforce management required
    • Complete and certify all MFS and DMCS required onboarding training within the first two (2) weeks of being hired
    • Experience in production planning, scheduling or time and labor management preferred
    • Experience with student financial aid programs/debt collection programs required
    • Ability to handle sensitive agent and client information and must maintain confidences of information at all times required
    • Proficiency in Microsoft Office Applications required
    • Strong analytical skills with the ability to identify, analyze and interpret problems and trends
    • Skilled in evaluating information and presenting it in a logical manner to select audiences
    • Understanding of contact center metrics, terminology and business processes
    • Excellent communication skills
    • Experience in a Processing or Contact Center environment
    • Ability to work flexible work schedules

    Additional Requirements as per contract/client:

    • Must be current on federal student loans or must not be delinquent on federal student loans
    • Federal security clearance (through MAXIMUS Federal) required


    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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