Essential Duties and Responsibilities:
- Direct management of WFM / WFO activities and staffs in participating projects, including shared services call center.
- Provide oversight of analyst activities on multiple projects.
- Analyze volume forecasts, productivity targets and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptable service levels within tactical scheduling cycles.
- Shift optimization and schedule effectiveness.
- Service level risks related to scheduling and staffing; notify call center management and propose solutions.
- Forecast for both call volumes and staff needed to ensure service goals are met.
- Ensure current standard / best practice tools, templates, and process are used effectively.
- Provide guidance on issues/solutions in WFM areas for projects and leadership
- Coach and mentor WFM professionals on how to improve agent efficiency through application of WFM Best Practices.
- Contribute to the enhancement of WFM best practices and standards.
- Responsible for setting standards for WFM analyst and manager staffing headcount in projects.
- Interact and consult with Capacity Planning/Staffing Optimization on forecasting and capacity planning, and human resources on matters of recruiting, training, hiring and attrition.
- Provide functional support for the WFM platform to call center WFM managers and analysts.
- Perform other duties as assigned.
-Responsible for managing CCO local SWP teams at specific sites.
-The 6 month time in position rule can be waived for CCO employees under the following circumstances: employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment
Minimum Requirements- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
- Experience in workforce management applications; Aspect/Alvaria preferred 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. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.