New York Seasonal Jobs

Job Information

Maximus Sr Analyst - Wrkfrc Plan in Rochester, New York

Major Purpose:
Oversee the real time monitoring of call volume trends and makes recommendations on prioritizing agents’ skillsets and staffing requirements.
Job Description Summary

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 other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, 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.
- Support the WFM supervisor with assigned duties and act as the department subject matter expert.
- 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 and distribute to Management.
- Create and interpret 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.

Minimum Requirements:
- Bachelor's degree with 5+ years of experience.
- Advanced degree or professional designation preferred.
- Develop solutions to a variety of complex problems.
- Work requires considerable judgment and initiative.
- Exerts some influence on the overall objectives and long-range goals of the organization.


Duties/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
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
Skillset management 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
Configuration of events within the workforce management database use of the system by end users and operational analysis
Supports the WFM supervisor with assigned duties and acts as the department subject matter expert.
Create and design Ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, Agent Performance Metrics
Maintain workforce management templates for monthly roll up and required performance reporting.
Oversee maintenance of tracking system for log in/log out production and reporting
Create, track, and maintain agent metrics for historical information purposes. Make recommendations for improvements in project performance based on analysis of Forecast to Actuals
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
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
Accurately track and manage contact center schedule adherence.
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 as it relates to Workforce Management.
Complete and manage schedule exceptions/adjustments for the company . Ensures 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.
Prepare daily/weekly/monthly and ad-hoc reports and distribute to Management.
Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
Monitor operational statistics and trends. Evaluate reports and make recommendations regarding call volume statistics and staffing models that support client service level agreements.
Proactively create and interpret 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.
Assist in training new hires for Workforce Management, as directed by supervisor
Collects trends and information needed to communicate to operations and reports those trends to supervisor
As needed attends 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 helps or brings that information to the supervisor.
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.
Create forecasts and build staffing requirements for the project. Adjust forecasts and make recommendations for staff adjustments to management.
Responsible for adhering to established safety standards
Must be able to remain in a stationary position for an extended period of time
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
Work is constantly performed in an office environment
Performs other duties as assigned by management

Education Required:
Bachelor’s degree from an accredited college or university or equivalent experience.
Degree in accounting, business administration or a closely related field preferred.
Workforce management certification preferred.

Background & Experience:

5+ years of experience
Strong analytical skills with the ability to identify, analyze and interpret problems and trends
Skilled in evaluating information and presenting it in a logical manner to select audiences
Preferred proficiency in Intermediate Microsoft Office Applications especially Excel
Excellent communication skills
Technical skillset as it relates to database management
Good math skills and an understanding of basic statistics
Preferred experience in a Back office or Call Center environment
Familiarity with Contracted project work preferred
Preferred experience using Workforce Management software, preferred Pipkins
A strong understanding of call center metrics, terminology and business processes preferred
An understanding of enrollment and eligibility process preferred
Preferred previous experience within Health Insurance or Government contract environments
Preferred proficiency in SQL and VBA
MAXIMUS Introduction
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.

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