Workforce Analyst

Maximus - 21 days ago
Maximus is currently looking for a CDC Info Remote Workforce Management Analyst The position is responsible for analyzing call volume trends and making recommendations on prioritizing agents' skillsets and staffing requirements.

- Must be able to start on 3/29/2021
- Must be able to work without absences for a minimum period of 90 days
- Must be available to work 8 hour shift between the hours of 8am-10pm Eastern Time
(program is operational 7 days a week)

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 line and WFM Software.
- Determine Agent Adherence to schedule and agent performance.
- Create and design Ad hoc reports for data pertaining to agent scheduling, call volumes, Web Chat Volume, 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.
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