Workforce Manager - Scheduler

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 :

Minimum Requirements

Job-Specific Minimum Requirements :

citizens will be considered.

Those with dual citizenship with another country cannot be considered.

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Preferred Skills and Qualifications :

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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 applicantaccom@maximus.com.

Minimum Salary

65,000.00

Maximum Salary

75,000.00