Job Introduction: Job Summary:

Essential Duties and Responsibilities:

• Direct management of WFM / WFO activities and staffs in participating projects, including shared services contact 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 trouble points in WFM areas for projects and determine best support solution- including via Intellectual Shared Services.

• 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 NICE/IEX platform to contact center WFM managers and analysts.
• Perform other duties as assigned.

Minimum Requirements:

• Bachelor's degree in related field.
• 5-7 years of relevant professional experience.

Education and Experience Requirements:

• Bachelor’s Degree or equivalent combination of education, technical training or work experience considered in lieu of degree with 5-7 years of experience.
• Experience using Alvaria / Aspect preferred.
• Responsible for managing CCO local SWP teams at specific sites.

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: 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. Posted Max: USD $80,000.00/Yr. Posted Min: USD $46,900.00/Yr.