Senior Analyst, Capacity Planning (Remote)

Essential Duties and Responsibilities :

• Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data / statistical analysis, simulation modeling and other mathematical methods.
• Mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the following areas : business and operational analysis, and interpretation and effective use of process performance data, presentation objects and other analysis artifacts.
• Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid / staff need / staff scheduled / staff available) with WFM staff and work together to reduce variations in order to ensure performance and productivity goals are met.
• Develop operational production plans to efficiently allocate staff resources against workload.
• Analyze data and other information in order to conceptualize and define operational problems and / or improvement opportunities.
• Plan and execute analysis - often interrogating data and other information to perform root cause analysis and develop an impact assessment.
• Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts.

Minimum Requirements

• Bachelor's Degree
• 5-7 years of experience
• Experience with conducting and interpreting mathematical or statistical studies.
• Exceptional proficiency in Microsoft Office applications, specifically Excel.
• Ability to define data requirements, gather and validate data and other information, and apply judgement to statistical tests.
• Bachelor's degree in Statistics, Operations Research, Data Science, Industrial Engineering, or Business Analytics.
• 5+ years' experience in strategic capacity planning, forecasting, and financial / resource modeling, with long-term trend analysis in large contact centers (1,000+ FTE).
• Demonstrated expertise in time series modeling, regression, simulation, or optimization techniques.
• Experience influencing staffing and budget decisions through partnership with Operations and Finance.
• Exposure to enterprise-level workforce planning across omnichannel or multi-site environments.

Preferred Requirements :

• Master's degree
• Advanced proficiency in Excel, SQL, and Power BI (or Tableau).
• Hands-on experience with advanced forecasting methodologies such as exponential smoothing (Holt-Winters), ARIMA / SARIMA, multivariate regression, driver-based modeling, and scenario simulation for workforce demand forecasting and capacity planning.
• Experience with Workforce Management tools (Genesys, Verint, NICE) and capacity modeling platforms (Anaplan, or equivalent).
• Strong understanding of KPI frameworks, SLA-driven environments, and data governance principles.

Home Office Requirements :

• Maximus provides company-issued computer equipment and cell phone
• Reliable high-speed internet service
• Minimum 20 Mpbs download speeds / 50 Mpbs for shared internet connectivity
• Minimum 5 Mpbs upload speeds
• Private and secure workspace

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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

95,000.00

Maximum Salary

105,000.00