Sr Forecasting & Workforce Planning Analyst - Maximus

Maximus is hiring a Sr Forecasting & Workforce Planning Analyst. This role will be responsible for the creation and maintenance of short and medium term demand and staffing forecasts across all areas of call center operations; quantify the impact of past and future events, such as system changes, loan conversions, changes to agent procedures, impacts of training updates, collection activities, and various marketing campaigns.

Essential Duties and Responsibilities:

- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and web chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.

- Create and design ad hoc reports using SQL and/or other software languages for data analysis pertaining to agent scheduling, call/web chat volumes, , Agent Performance Metrics.

- Analyze, determine, and communicate work/training schedules for agents to operations management.

- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.

- Manage skillset and optimization of agents either independently or as instructed by 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. - Create, track, and maintain agent metrics for historical information purposes.

- Make recommendations for improvements in project performance based on analysis of forecast to actuals.

- Maintain workforce management templates for monthly roll up and required performance reporting.

- Configure events within the workforce management database use of the system by end users and operational analysis.

- Oversee maintenance of tracking system for log in/log out production and reporting.

- Determine, document, and escalate concerns on agent performance to management.

- Take the lead on projects, research and resolve operational items escalated by workforce management Analysts.

- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.

- Assist in training Workforce Management new hires as directed by supervisor.

- Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management.

- Accurately track and manage contact center schedule adherence.

- Complete and manage schedule exceptions/adjustments for the company.

- Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests.

- Conduct analysis and recommend solutions to real time performance issues.

- Monitor operational statistics and trends.

- Evaluate reports and make recommendations regarding call volume statistics and staffing models that support client service level agreements.

- Prepare daily/weekly/monthly and ad hoc reports for management, identifying inefficiencies and outlining opportunities for improvement.

- Analyze and make recommendations for appropriate course of action based on findings and business justification.

- Collect trends and information needed to communicate to operations and reports those trends to supervisor.

- Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

- Attend meetings with operations management and fills in when needed, in the absence of supervisor or manager.

- Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor.

- Create forecasts and build staffing requirements for the project.

- Adjust forecasts and make recommendations for staff adjustments to management.

- Real time monitoring of agents and notification of unscheduled agents activities and adherence Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.

- Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met.

- This assistance will occur real-time and historical, as well as proactively planning for future requirements.

- Perform other duties as may be assigned by management.

Essential Duties and Responsibilities:

• Build Daily/Weekly Calls, AHT Forecast for all workgroups considering historical trends and planned events and campaigns
• Develop SQL queries to pull historical operations and portfolio level data for various analysis
• Partner with customer communications, strategy & WFM to proactively identify call drivers and call generating activities
• Build models to forecast tasks and staffing needs for different Backoffice functions.
• Develop reporting using Tableau to publish key operational trends
• Conduct regular variance analysis and normalize for atypical factors and events
• Analyze different operational metrics to identify emerging trends and make changes to the models
• Facilitate regularly scheduled forecast review sessions with the business and maintain relevant documentation

Minimimum Job Requirements:

• 3+ years of call center forecasting experience with ability to manipulate and analyze large dataset using Excel or SQL
• 3+ year of experience with Data Analysis, Statistical Modeling, SQL and SAS Programming
• Experience in writing complex ad-hoc SQL queries
• Advanced MS Excel skills including SQL Query, VLOOKUP, Pivots, Graphs
• Knowledge of Tableau or other reporting software preferred
• Familiarity with Workforce management software like IEX Total View or Genesys preferred
• Ability to compile and present data that address specific process related questions or issues
• Knowledge of student lending and/or consumer lending industry including call center environments preferred

Additional Requirements as per contract/client:

• Must reside in the U.S.
• Must be a U.S. citizen.
• Must be able to pass a criminal background check.
• Must not be delinquent or in default on any federal student loans.

Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:

• Hardwired internet (ethernet) connection
• Internet download speed of 20mbps or higher required (you can test this by going to (1) www.speedtest.net)
• Private work area and adequate power source

Minimum Requirements

Minimum Requirements:
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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.