MAXIMUS Workforce Management Analyst in Boston, Massachusetts

The Workforce Analyst is responsible for the creation of work schedules for all front line staff, including the approval of time off requests, off the phone activities, and changes to shift settings. The Workforce Analyst is also responsible for monitoring real-time CSR performance via workforce management and telephony systems.

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.

  • 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.

  • 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

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.

Requisition ID: 2017-24428

External Company URL: www.maximus.com

EEO Statement: 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.