Job Description Summary
-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 CCMA, 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.
-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 Call Center and Eligibility & Enrollment supervisors to provide instruction on what action is required for specific codes.
- Bachelor's degree with 3+ years of experience.
- May have additional training or education in area of specialization.
- Develops solutions to a variety of problems of moderate scope & complexity.
- General application of concepts & principles.
- Contributes to the completion of organizational projects & goals.
- Frequent use and general knowledge of industry practices, techniques, and standards.
- Applies knowledge and skills to complete a wide range of tasks.
- Communicates on complex or sensitive issues or drafts such responses for supervisor or manager.
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.
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.