Job details
Job type full-time
Full job description
Job description summary: reporting to the manager, workforce optimization (wfo), the analyst works closely with workforce management (wfm) staff, contact center management and operations/project management to develop demand forecasts, analyze drivers of performance and develop capacity plans that meets project performance goals.
The position is responsible for overseeing the effective use of reports, and developing and maintaining accurate call center and/or operations forecasts using statistical and other quantitative analysis methods including simulation to support development of efficient staffing plansHe/she will be responsible to align staff both strategically (long-term) and tactically (short-term) with workload demand and contract requirements implementing standardized operations and analytics(soa) best practices and process performance monitoring, leveraging existing reporting capabilities and conducting process analysis as neededThe position follows maximus best practices set forth by the soa group and closely collaborates with the soa function for best practice methods and technical expertiseThe position provides guidance, background information, and assistance to management staff on the development of new reports and the modification and interpretation of existing reports.
Duties / responsibilities:
1Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data/statistical analysis, simulation modeling and other mathematical methods.
2Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts.
3Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) with wfm staff and work together to reduce variations in order to ensure performance and productivity goals are met.
4Develop operational production plans to efficiently allocate staff resources against workload.
5Optimize staff shifts/schedules based on the tactical forecast that are capable of meeting
Performance targets while allowing for training, team meetings and other such events.
6Develop expert knowledge of daily operations and collaborate with supervisors, managers and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities.
7Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunitiesPlan and execute analysis – often interrogating data and other information to perform root cause analysis and develop an impact assessment.
8Oversee real time performance issues and implement contingency actions in event of forecast deviating from the real time scenarioWork closely with the wfm staff to execute plans and react quickly if any real time performance issues.
9Mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the following areas: business and operational analysis, and interpretation and effective use of process performance data, presentation objects and other analysis artifacts.
10Facilitate discussion among process stakeholders (both technical and non-technical) in order to elicit, analyze, communicate (both written and verbally) and validate requirements for business intelligence (reporting) needs.
11Collaborate with soa team to ensure successful implementation of chosen solutions.
Experience required:
Experience with simulation modeling of contact center/workforce/production/manufacturing processes.
2-5 years of experience in capacity planning and workforce optimization, preferably in contact centers with at least 100 employees.
Experience performing quantitative and qualitative analyses of existing business processes and call center metrics based on in-depth knowledge of organizational and or client objectives.
Effective application of relevant statistical forecasting, workforce management methods.
Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities.
Education required: ms and/or bs in operations research, mathematics, statistics, industrial engineering or related field required.
Skills / knowledge required:
Strong ability to develop/maintain forecasts to predict staff need under a variety of intake volumes and conditions.
Strong ability to define data requirements, gather and validate data and other information, apply judgment and statistical tests.
Ability to conduct and manage mathematical or statistical studies, to create and interpret statistical analyses- regression, time series.
Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability and desire to represent and explain complex models and forecasting principals to program and operation staff and front-line management in familiar and non-technical language.
Excellent analytical skills.
Exceptional proficiency in microsoft office applications (particularly excel).
Possess superior oral and written communication skills.
Candidate must be self-starting, energetic, and motivated.
Skills / knowledge preferred:
Business analytics, bpm, sql basic skills, six sigma, and other process improvement exposure.
Knowledge of complex relational databases, mathematical modeling and statistical software, business and management principles involved in strategic planning, resource allocation, human resources modeling, production methods, and coordination of people and resources.
Knowledge of government sponsored health care programs and systems.
Job summary:
Essential duties and responsibilities: - plan and execute analysis – often interrogating data and other information to perform root cause analysis, impact assessments, or to identify key measures and indicators of process performance making recommendations to improve or correct performance- create and manage allied process documentation including business needs statements, business requirements, use case documentation, test plans, report specifications; ensuring all required process documentation is accurate, correctly detailed, maintained and organized in the appropriate repository- design, execute and evaluate test plans to ensure source data are accurately represented in presentation data objects (dashboards/reports)- facilitate discussion among process stakeholders (both technical and non-technical) to elicit, analyze, communicate (both written and verbally) and validate requirements, process design, and business intelligence/reporting needs- mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the following areas: business and operational analysis, and interpretation and effective use of process models, presentation objects and other analysis artifacts- ensure requirements are met and intended benefits are realized through the effective use of data via a range of visualizations (e.g, dashboards, reports), and alerts while instituting standards and best practicesMinimum requirements: - 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.
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 programsMaximus 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 programsWith 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 kingdomFor more information, visit https://www.maximus.comEeo statement: 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 workforceWe 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 countryWe’re proud of our connections to organizations dedicated to serving veterans and their familiesIf 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 youA committed and diverse workforce is our most important resourceMaximus is an affirmative action/equal opportunity employerMaximus 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.
