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Workforce Analyst

Company: Maximus
Location: Magna
Posted on: April 10, 2021

Job Description:

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.

Keywords: Maximus, Salt Lake City , Workforce Analyst, Professions , Magna, Utah

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