Company:
MAXIMUS
Location: Davenport
Closing Date: 22/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Description & Requirements
Maximus is currently hiring for a Workforce Services Analyst to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The Workforce Services Analyst is responsible for analyzing and optimizing workforce management strategies and processes to enhance operational efficiency and support organizational goals. This role involves collecting and interpreting workforce data, developing reports and recommendations, and collaborating with various departments to implement effective workforce solutions. Also responsible for monitoring call center queues and provide agent updates, as well as reviewing and approving requests and providing data and reporting.
Essential Duties and Responsibilities:
- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/ web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
- Analyze, determine, and communicate work/training schedules for agents. Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
- Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals.
- Accurately track and manage call center schedule adherence. Monitor all Real-Time and Intra-Day activities to ensure operational goals.
- Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, , Agent Performance Metrics.
- Create, track, and maintain agent metrics for historical information purposes.
Please note: With this position you have the option to have Maximus provide you with equipment to use, or you may use your own equipment.
Home Office Requirements Using Your Own Equipment: - Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net) - Preferred Windows or Mac (no Chromebooks) - OS for Windows - Windows 10 or newer - OS for Mac - Big Sur (11.0.1+); Catalina (10.15); MacOS (up to 12.5) or newer
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router - USB plug and play wired headset with a microphone and noise suppression - Private work area and adequate power source - A second monitor is highly recommended for most positions - Must currently and permanently reside in the Continental US
Home Office Requirements Using Maximus-Provided Equipment: - Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net) - Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router - Private work area and adequate power source - Must currently and permanently reside in the Continental US
Minimum Requirements
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
Must have at least 3 years of relevant professional experience (Call Center environment preferred), and at least 1 year of WFM (Workforce Management) and/or Call Center Scheduling experience.
Prior experience working with relevant systems, such as:
- Alvaria/Aspect
- Amazon Connect
- IEX
- Genesys
- Calabrio
- Teleopti
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.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Annual Base Pay Minimum for this Position
$
43,500.00
Annual Base Pay Maximum for this Position
$
65,500.00
Maximus is currently hiring for a Workforce Services Analyst to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The Workforce Services Analyst is responsible for analyzing and optimizing workforce management strategies and processes to enhance operational efficiency and support organizational goals. This role involves collecting and interpreting workforce data, developing reports and recommendations, and collaborating with various departments to implement effective workforce solutions. Also responsible for monitoring call center queues and provide agent updates, as well as reviewing and approving requests and providing data and reporting.
Essential Duties and Responsibilities:
- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call/ web-chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
- Analyze, determine, and communicate work/training schedules for agents. Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
- Monitor agent attendance and make necessary adjustments in workforce management software to account for absences and late arrivals.
- Accurately track and manage call center schedule adherence. Monitor all Real-Time and Intra-Day activities to ensure operational goals.
- Create and design Ad hoc reports for data pertaining to agent scheduling, call/webchat volumes, , Agent Performance Metrics.
- Create, track, and maintain agent metrics for historical information purposes.
Please note: With this position you have the option to have Maximus provide you with equipment to use, or you may use your own equipment.
Home Office Requirements Using Your Own Equipment: - Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net) - Preferred Windows or Mac (no Chromebooks) - OS for Windows - Windows 10 or newer - OS for Mac - Big Sur (11.0.1+); Catalina (10.15); MacOS (up to 12.5) or newer
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router - USB plug and play wired headset with a microphone and noise suppression - Private work area and adequate power source - A second monitor is highly recommended for most positions - Must currently and permanently reside in the Continental US
Home Office Requirements Using Maximus-Provided Equipment: - Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net) - Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router - Private work area and adequate power source - Must currently and permanently reside in the Continental US
Minimum Requirements
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
Must have at least 3 years of relevant professional experience (Call Center environment preferred), and at least 1 year of WFM (Workforce Management) and/or Call Center Scheduling experience.
Prior experience working with relevant systems, such as:
- Alvaria/Aspect
- Amazon Connect
- IEX
- Genesys
- Calabrio
- Teleopti
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.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Annual Base Pay Minimum for this Position
$
43,500.00
Annual Base Pay Maximum for this Position
$
65,500.00
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