Today
Public Trust
Unspecified
Unspecified
Remote/Hybrid• (Off-Site/Hybrid)
Description & Requirements
Maximus is looking to hire a Workforce Manager - Scheduler.
This position is remote but will require occasional travel to the work site in Alexandria, Virginia. An active Public Trust security clearance, or the ability to succcessfully pass a Public Trust clearance process, is required.
Essential Duties and Responsibilities:
- Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.
- Analyze reports and query database from call center software, agent attendance data and WFM Software.
- Determine Agent Adherence to schedule and agent performance.
- Create and design Ad hoc reports for data pertaining to agent scheduling, call/web chat volumes, Agent-Performance Metrics.
- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
- Analyze, determine, and communicate work/training schedules for agents to operations management.
- Identify and determine required staff based upon deviation reports and make recommendations for improvements.
- Recommend improvements in project performance based on analysis of Forecast to Actuals.
- Determine, document, and escalate concerns on agent performance to management.
- Responsible for skillset management of agents as instructed by operations leadership or 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.
- Manage real time monitoring of agents and notification of unscheduled agents' activities and adherence.
- Take action on operation items escalated by Junior WFM Analysts.
- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.
- Continuously create Work Instructions and Job Aids for supervisors to provide instruction on what action is required for specific codes.
Job-Specific Essential Duties and Responsibilities:
- Analyze volume forecasts, productivity targets, and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles
- Forecast for all channels of activity including web submission, email, phone, and chat volume and staff accordingly to meet service levels
- Create and present reports on staffing, forecast, and other WFM related tasks
- Identify and report on service level risks to call center management
- Create creative and flexible staffing plans to improve employee morale and account for spikes due to environmental impacts
Job-Specific Minimum Requirements:
- Due to contract requirements, only U.S. ctizens will be considered. Those with dual citizenship with another country cannot be considered.
- The selected candidate must have an active Public Trust clearance or be able to successfuly pass a clearance process for Public Trust.
- High School Diploma or equivalent
- 2 years experience in a Workforce Management role in a contact center
- Expert with call center staffing tools (i.e. Genesys WFM)
- In depth understanding of staffing models (i.e. Erlang)
- Experience working in a WFM role in contact centers with multiple channels of input
- Ability to take data from previous 2 years and current volumes to compile a 6 month outlook to ensure staffing levels are optimized
- Ability to create and present an executive overview of staffing models and data inputs used to create those models
- Can travel for onsite meetings if required by the client or leadership
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.
Preferred Skills and Qualifications:
- Strong data and analytical skills
- Excellent written and oral communications and presentation skills
- Ability to work independently
- Ability to work in a high paced work environment
- Ability to hit goals and deadlines
#techjobs #clearance
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
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.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@maximus.com.
Minimum Salary
$
65,000.00
Maximum Salary
$
75,000.00
Maximus is looking to hire a Workforce Manager - Scheduler.
This position is remote but will require occasional travel to the work site in Alexandria, Virginia. An active Public Trust security clearance, or the ability to succcessfully pass a Public Trust clearance process, is required.
Essential Duties and Responsibilities:
- Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.
- Analyze reports and query database from call center software, agent attendance data and WFM Software.
- Determine Agent Adherence to schedule and agent performance.
- Create and design Ad hoc reports for data pertaining to agent scheduling, call/web chat volumes, Agent-Performance Metrics.
- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
- Analyze, determine, and communicate work/training schedules for agents to operations management.
- Identify and determine required staff based upon deviation reports and make recommendations for improvements.
- Recommend improvements in project performance based on analysis of Forecast to Actuals.
- Determine, document, and escalate concerns on agent performance to management.
- Responsible for skillset management of agents as instructed by operations leadership or 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.
- Manage real time monitoring of agents and notification of unscheduled agents' activities and adherence.
- Take action on operation items escalated by Junior WFM Analysts.
- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.
- Continuously create Work Instructions and Job Aids for supervisors to provide instruction on what action is required for specific codes.
Job-Specific Essential Duties and Responsibilities:
- Analyze volume forecasts, productivity targets, and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles
- Forecast for all channels of activity including web submission, email, phone, and chat volume and staff accordingly to meet service levels
- Create and present reports on staffing, forecast, and other WFM related tasks
- Identify and report on service level risks to call center management
- Create creative and flexible staffing plans to improve employee morale and account for spikes due to environmental impacts
Job-Specific Minimum Requirements:
- Due to contract requirements, only U.S. ctizens will be considered. Those with dual citizenship with another country cannot be considered.
- The selected candidate must have an active Public Trust clearance or be able to successfuly pass a clearance process for Public Trust.
- High School Diploma or equivalent
- 2 years experience in a Workforce Management role in a contact center
- Expert with call center staffing tools (i.e. Genesys WFM)
- In depth understanding of staffing models (i.e. Erlang)
- Experience working in a WFM role in contact centers with multiple channels of input
- Ability to take data from previous 2 years and current volumes to compile a 6 month outlook to ensure staffing levels are optimized
- Ability to create and present an executive overview of staffing models and data inputs used to create those models
- Can travel for onsite meetings if required by the client or leadership
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.
Preferred Skills and Qualifications:
- Strong data and analytical skills
- Excellent written and oral communications and presentation skills
- Ability to work independently
- Ability to work in a high paced work environment
- Ability to hit goals and deadlines
#techjobs #clearance
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
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.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@maximus.com.
Minimum Salary
$
65,000.00
Maximum Salary
$
75,000.00
group id: 50050274
Maximus makes it easier for people to access public services and positions governments to meet complex policy and service delivery challenges with agility, resilience, and impact.
