Sr Analyst - Wrkfrc Plan

Job Introduction

Maximus is currently hiring a Remote Sr Workforce Planning Analyst to join our optimitzation function team. This position is responsible for creating efficiency inside of mid to long-term (8+ days) forecasting and staff utilization while aligning with contracted service level agreements and operational feedback. The preferred candidate will be a critical thinker with experience working inside of analytical roles, will have the ability to adapt and perform forecasting tasks, and will have a track record of consistency.

Job Summary

Essential Duties and Responsibilities:

- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and web chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.

- Create and design ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, Agent Performance Metrics.

- Analyze, determine and communicate work/training schedules for agents to operations management.

- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.

- Manage skillset and optimization of agents either independently or as instructed by management, including availability of agent to queue vs skillset and call back assignments.

- Provision Agents within business systems to create optimal project performance and make recommendations for improvement.

- Create, track, and maintain agent metrics for historical information purposes.

- Make recommendations for improvements in project performance based on analysis of forecast to actuals.

- Maintain workforce management templates for monthly roll up and required performance reporting.

- Configure events within the workforce management database use of the system by end users and operational analysis.

- Support the WFM supervisor with assigned duties and act as the department subject matter expert.

- Oversee maintenance of tracking system for log in/log out production and reporting.

- Determine, document, and escalate concerns on agent performance to management.

- Take the lead on projects, research and resolve operational items escalated by workforce management Analysts.

- Develop, create, and conduct systems training for supervisors on the workforce tools, processes and best practices.

- Assist in training Workforce Management new hires as directed by supervisor.

- Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management.

- Accurately track and manage contact center schedule adherence.

- Complete and manage schedule exceptions/adjustments for the company.

- Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests.

- Conduct analysis and recommend solutions to real time performance issues.

- Monitor operational statistics and trends.

- Evaluate reports and make recommendations regarding call volume statistics and staffing models that support client service level agreements.

- Prepare daily/weekly/monthly and ad hoc reports and distribute to Management.

- Create and interpret reports for management, identifying inefficiencies and outlining opportunities for improvement.

- Analyze and make recommendations for appropriate course of action based on findings and business justification.

- Collect trends and information needed to communicate to operations and reports those trends to supervisor.

- Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

- Attend meetings with operations management and fills in when needed, in the absence of supervisor or manager.

- Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor.

- Create forecasts and build staffing requirements for the project.

- Adjust forecasts and make recommendations for staff adjustments to management.

- Real time monitoring of agents and notification of unscheduled agents activities and adherence Monitor all Real-Time and Intra-Day activities to ensure operational goals are met. 

- Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met.

- This assistance will occur real-time and historical, as well as proactively planning for future requirements.

- Perform other duties as may be assigned by management.

Minimum Requirements:

- Bachelor's degree with 5+ years of experience.

- Advanced degree