Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUSs founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.
The Workforce Management (WFM) Senior Specialist as an advisory resource and assists site contact center management in the development and execution of operations staffing plans. Responsible for partnering with site Human Resources, Training and Operations team to execute hiring plans and monitor attrition trends and risks. Accountable for identifying, analyzing and reporting service deviations using multiple data sources to improve performance results.
Job Description Summary
Plan and schedule both on and off--phone events
Assist in the implementation and setup of WFM software in preparation for production
Assisting Forecasting specialist with concentration on short term forecasting
Daily Intraday foresting analysis
Analyzing real-time call trends and making adjustments to staffing
Coordinating appropriate allocation and availability of call center staff in order to achieve company goals
Generating intraday, daily, weekly and monthly reports
Communicating call-center trends with management
Creating and maintaining reports from scheduling software and other sources
Recommending procedural and operational guideline changes to improve communications and operational efficiency
Providing administrative support to the Call Center and Call Center Management Staff
Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
Regular and predictable attendance is required
High School diploma or GED required
Minimum two (2) year WFM Specialist experience
Proficiency in use of spreadsheets (especially Microsoft Excel) and databases to produce replicable reports
Ability to analyze and graphically depict the data to be useful to the data owners.
Excellent knowledge of WFM software including initial installation and set up
Intermediate to advances skills in Excel a must
Excellent organizational, interpersonal, and written and verbal communications skills.
Ability to perform comfortably in a fast-paced, deadline oriented work environment.
Previous experience in training others in the use of WFM software
Working knowledge of IVR routing a plus
Ability to successfully execute many complex tasks simultaneously.
Ability to work as a team members, as well as independently.
In accordance with contractual requirements:
Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.
Ability to pass United State Census Bureau suitability assessment.
MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.
Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.
Essential Duties and Responsibilities:
- Works on assignments that are routine in nature, with responsibilities easily learned on the job.
- Monitor call volume and staffing data to ensure workers are performing in accordance with established quality and performance standards.
- Research inquiries using various tools, databases, written materials, and the web to provide knowledgeable responses to inquiries.
- High School Diploma with 0-1 year of 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. Were 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.