If you’re the person who can look at call patterns, staffing levels, and service goals and immediately see what’s broken, this is your lane. You’ll build schedules, forecast multi-channel volume, monitor real-time adherence, and help leadership keep service levels on track with clean reporting and smart staffing plans.
About Maximus
Maximus delivers program services and operational support across government-facing and large-scale service environments. This role supports contact center performance through workforce management, forecasting, scheduling, and real-time monitoring.
Schedule
- Full-time
- Remote (USA)
- Occasional travel to Alexandria, Virginia work site required
What You’ll Do
- Analyze call/chat arrival patterns and agent efficiency to create recurring workforce analytics
- Pull and analyze data from call center tools, WFM software, and attendance systems
- Measure agent adherence and performance against schedules and targets
- Create ad hoc reports on scheduling, volume trends, and agent performance metrics
- Maintain production data and review staff plan hours to optimize efficiency
- Develop and communicate work and training schedules to operations leadership
- Identify staffing needs from deviation reports and recommend improvements
- Analyze forecast vs actuals and recommend performance improvements
- Escalate adherence/performance concerns and support operational issue resolution
- Manage skillset/queue assignments and provisioning to optimize performance
- Perform real-time monitoring and address unscheduled activities and adherence issues
- Train supervisors on workforce tools, processes, and best practices
- Create work instructions and job aids for supervisors on required actions for specific codes
- Build tactical schedules based on volume forecasts, productivity targets, and available staff to maintain service levels
- Forecast across channels (web submissions, email, phone, chat) and staff accordingly
- Report service level risks to call center management
- Create flexible staffing plans that support morale and handle spikes from environmental impacts
What You Need
- Bachelor’s degree with 3+ years of relevant experience (or equivalent combination of education/experience)
- U.S. citizenship only (dual citizenship not eligible due to contract requirements)
- Active Public Trust clearance or ability to pass the Public Trust clearance process
- High school diploma or equivalent
- 2+ years of workforce management experience in a contact center
- Expertise with call center staffing tools (example: Genesys WFM)
- Strong understanding of staffing models (example: Erlang)
- Experience supporting multi-channel contact centers (phone/chat/email/web)
- Ability to use prior 2 years of data plus current volume to build a 6-month outlook
- Ability to create and present executive-level overviews of staffing models and inputs
- Ability to travel onsite as needed
Benefits
- Salary range: $65,000–$75,000
- Health insurance coverage
- Life and disability insurance
- Retirement savings plan
- Paid holidays and paid time off
- Additional incentives and program-specific awards may be available
This is a real WFM seat. If someone’s only done basic scheduling without forecasting, adherence, and Erlang-level thinking, they’ll get exposed fast.
Happy Hunting,
~Two Chicks…