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The Workforce Management Analyst will work to support the forecasting and capacity planning needs of Pearson Customer Service & Support in conjunction with the Workforce Management (WFM) team and Operations Leaders.
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Develop and support of a workforce management system used company-wide for tracking staffing levels, accurate forecasting, and reporting of results to management. Accountable for financial modeling for reporting of industry and regional competitive intelligence, strategic planning, cash management and treasury related projects.
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Senior Manager of Workforce Management , you will be responsible for the management of Capacity Planning, Forecasting, Scheduling and Real Time Monitoring, supporting the 300+ person global Customer Support contact center.
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Maximus is hiring a Sr Forecasting & Workforce Planning Analyst. Familiarity with Workforce management software like IEX Total View or Genesys preferred. - Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management.
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Assist in training Workforce Management new hires as directed by supervisor. Private work area and adequate power source 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.
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Configure events within the workforce management database use of the system by end users and operational analysis. - Maintain workforce management templates for monthly roll up and required performance reporting.
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Take the lead on projects, research and resolve operational items escalated by workforce management Analysts. - This assistance will occur real-time and historical, as well as proactively planning for future requirements.
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Bachelors with 5+ years of call center forecasting experience. - Develop, create, and conduct systems training for supervisors on the workforce tools, processes and best practices. - Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor.
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A committed and diverse workforce is our most important resource. For more information, visit Essential Duties and Responsibilities: - Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and web chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
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Create and design ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, Agent Performance Metrics. 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.
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Implement effective workforce planning techniques by analyzing forecasting and planning workforce needs and determining appropriate talent management intercessions. Drive and advocate for the talent and culture agenda and processes including succession planning, leadership development, and learning, while nurturing a culture of Diversity Equity, and Inclusion.
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Advanced MS Excel skills including SQL Query, VLOOKUP, Pivots, Graphs. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Must not be delinquent or in default on any federal student loans.
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7+ years of experience in Supply Chain (SIOP, Forecasting, Demand Planning, Supply Planning, Inventory Planning, Materials Management, Master Planning, Scheduling) Lead continuous improvement efforts to advance the demand planning and forecasting process capabilities.
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Description & Requirements 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.
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Partner and support broader company initiatives, including Location Strategy, Workforce Planning, Capital Expenditure Planning, and Cloud ERP implementations. Strong financial analysis, forecasting, modeling, and planning skills with an ability to turn data into actionable insights.
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