Keep a contact center running clean, calm, and fully staffed by turning messy volume patterns into smart schedules. If you’re the kind of person who can spot risk in the numbers before anyone feels it on the phones, this role is built for you.
About Maximus
Maximus partners with government and public-sector programs to deliver services that help people access essential support. They operate large-scale contact center environments and rely on strong workforce planning to maintain service levels and performance. Their work is mission-driven, structured, and built for impact.
Schedule
- Full-time, remote (United States)
- Occasional travel required to Alexandria, Virginia
- Active Public Trust clearance required, or ability to successfully pass the Public Trust clearance process
- Due to contract requirements: U.S. citizens only (no dual citizenship)
What You’ll Do
- Analyze call and web chat arrival patterns, agent efficiency, and overall contact center performance
- Pull and interpret data from call center platforms, WFM software, databases, and attendance reports
- Track agent adherence to schedules and identify performance trends or gaps
- Build ad hoc reports covering scheduling, volumes, and agent performance metrics
- Maintain production data and validate staff plan hours for accuracy and efficiency
- Develop, communicate, and adjust work and training schedules to support service levels
- Identify staffing needs from deviation reports and recommend improvements
- Compare forecast to actuals and recommend performance improvements based on findings
- Document and escalate agent performance concerns to leadership
- Manage skillset assignments, queue coverage, and callback allocations to optimize performance
- Monitor real-time agent activity and flag unscheduled or non-adherent behavior
- Support escalations from junior WFM analysts and take action on operational items
- Train supervisors on workforce tools, processes, and best practices
- Create work instructions and job aids so leaders know what actions to take for specific codes
- Forecast across multiple channels (web submissions, email, phone, chat) and staff accordingly
- Identify and communicate service level risks and propose mitigation plans
- Build flexible staffing plans that support morale and account for volume spikes due to external factors
What You Need
- Bachelor’s degree in a relevant field and 3+ years of relevant professional experience, or an equivalent combination of education and experience
- High school diploma or equivalent
- 2+ years of Workforce Management experience in a contact center
- Expertise with call center staffing tools (e.g., Genesys WFM)
- Strong understanding of staffing models (e.g., Erlang)
- Experience supporting contact centers with multiple channels (phone, chat, email, web)
- Ability to use historical data (2 years) plus current volume to build a 6-month staffing outlook
- Ability to create and present executive-level overviews of staffing models and key inputs
- Ability to travel onsite when required by client or leadership
- Active Public Trust clearance or ability to successfully pass the process
- U.S. citizenship required (no dual citizenship)
Benefits
- Health insurance coverage
- Retirement savings plan
- Paid holidays and paid time off
- Life and disability insurance
- Additional incentives may be available based on program/role
These WFM roles don’t stay open long, especially with clearance requirements—apply while the window’s still open.
If you’re ready to own the numbers, protect service levels, and keep the operation steady when volumes spike, this is your lane.
Happy Hunting,
~Two Chicks…