Admin Workforce Control-FT-12/16

Job Locations US-DC-Washington
Requisition ID 2019-46761
Posted Date
9 months ago(11/22/2019 2:37 PM)
# of Openings
Job Function
Job Schedule
Limited Service Full-Time
USD $25.59/Hr.

Job Description Summary

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 WFO Outbound Lead Specialist will analyze and report on Outbound lead penetration and direct the correct scheduling of CSR’s in order to successfully complete required campaigns. As an Outbound Lead specialist this person be required to access the impact of absenteeism, attrition, contact volume trends, and other critical inputs to insure operational success. The WFO Outbound Lead Specialist will perform service level risk assessments and provide mitigation strategies to program management. The Outbound WFO Lead Specialist will also be responsible for designing proper protocols to insure productivity and CSR compliance. The WFO Lead Specialist will also be expected to support ad-hoc projects as required.

Essential Job Duties
• Enterprise-wide planning and scheduling of CSR’s for multiple outbound campaigns
• Lead meetings with WFO and other departments (i.e., Human Resources, Operations, Training, and Quality)
Develop root cause analyses in response to outbound contact volume and average handle time anomalies. Must be able to effectively prioritize and manage multiple concurrent projects and complete high quality work
• Assist in the implementation and setup of WFO software in preparation for production
Assist WFO manager and director with outbound short term forecasting
Daily- and intraday- forecasting analysis of enterprise-wide outbound contact volume penetration rates and average handling time
Analyze real-time right party contact trends and take immediate actions as needed, making adjustments to staffing
Coordinate appropriate updates and changes to contact center CSRs’ schedules with Operations to achieve company goals
Generate meaningful intraday, daily, weekly and monthly reports for WFO management and Operations
Communicate outbound contact volume trends to Operations and WFO team leads
Create and maintain reports from scheduling software and other sources
Recommend procedural- and operational- guideline changes to improve communications and operational efficiency
Make necessary adjustments to workforce optimization software to appropriately track the outbound productivity of contact center CSRs
• Perform other duties as assigned by management
• Regular and predictable attendance is required

Education and Experience Requirements
• Associates Degree in a related discipline, or the equivalent combination of education, technical training or work experience
• Minimum 3 year WFO analyst experience including outbound dialer operations
Knowledge of Genesys WFO or similar software; prefer knowledge of initial installation and configuration
• Intermediate- to advanced- skills in Excel required
• Effective written- and oral- communication skills
• Ability to work under pressure while executing day-to-day operational demands
• Must be willing to work various schedules
• High level of commitment, initiative, vision and enthusiasm
Previous experience training others in the use of WFO software
• Working knowledge of IVR routing a plus

In accordance with contractual requirements:
Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau. Ability to pass United State Census Bureau suitability assessment.

MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.

Residency requirement:
Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.


Essential Duties and Responsibilities:
- Works on assignments that are routine in nature, with responsibilities easily learned on the job.
- Monitor call volume and staffing data to ensure workers are performing in accordance with established quality and performance standards.
- Research inquiries using various tools, databases, written materials, and the web to provide knowledgeable responses to inquiries.
Minimum Requirements:
- High School Diploma with 0-1 year of experience.



MAXIMUS Introduction

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit


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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