Maximus · 15 hours ago
Workforce Manager - Scheduler
United States
Contract
Hybrid
Mid Level
$65K/yr - $75K/yr
3+ years expMaximus is looking to hire a Workforce Manager - Scheduler. This role involves analyzing call/web chat arrival patterns and agent performance to optimize workforce efficiency and scheduling in a call center environment.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Analyze volume forecasts, productivity targets, and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles
Forecast for all channels of activity including web submission, email, phone, and chat volume and staff accordingly to meet service levels
Create and present reports on staffing, forecast, and other WFM related tasks
Identify and report on service level risks to call center management
Create creative and flexible staffing plans to improve employee morale and account for spikes due to environmental impacts
Qualification
Required
Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience
Due to contract requirements, only U.S. citizens will be considered. Those with dual citizenship with another country cannot be considered
The selected candidate must have an active Public Trust clearance or be able to successfully pass a clearance process for Public Trust
High School Diploma or equivalent
2 years experience in a Workforce Management role in a contact center
Expert with call center staffing tools (i.e. Genesys WFM)
In depth understanding of staffing models (i.e. Erlang)
Experience working in a WFM role in contact centers with multiple channels of input
Ability to take data from previous 2 years and current volumes to compile a 6 month outlook to ensure staffing levels are optimized
Ability to create and present an executive overview of staffing models and data inputs used to create those models
Can travel for onsite meetings if required by the client or leadership
Preferred
Strong data and analytical skills
Excellent written and oral communications and presentation skills
Ability to work independently
Ability to work in a high paced work environment
Ability to hit goals and deadlines
Benefits
Health insurance coverage
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
Company data provided by crunchbase