Sr. Workforce Data Analyst – Call Center – REMOTE

Published
May 14, 2022
Location
Atlanta, GA
Category
Job Type

Description

Job description

Maximus is looking for a Remote Sr. Forecasting & Workforce Planning Analyst. This position will have responsibility to design, analyze and update existing call forecast models based on the changes in business needs.

 

Essential Job Functions:

  • Build Daily/Weekly Calls, AHT Forecast for all workgroups considering historical trends and planned events and campaigns
  • Develop Automated SQL queries to pull and track historical calls and performance metrics
  • Develop historical patterns for call arrivals over the years, months, weeks, days as a predictor of the future
  • Partner with marketing, customer communications, strategy & WFM to proactively identify call drivers and call generating activities
  • Ensure forecasting is collaboratively done with operations management to incorporate ongoing changes
  • Ensure appropriate infrastructure requirements (inbound trunks, IVR port capacity, tie lines etc.) are communicated to the Voice group
  • Conduct regular variance analysis and normalize for atypical factors and events
  • Target short term forecast accuracy of +/- 5%
  • Facilitate regularly scheduled forecast review sessions with the business and maintain relevant documentation

 

Essential Experience Required:

  • 3-5 years of call center forecasting experience
  • Strong data analytics skill using SAS/SQL/Hadoop
  • Ability to compile and present data that address specific process related questions or issues
  • Advanced MS Excel skills including SQL Query, VLOOKUP, Pivots, Graphs

 

Essential Experience Preferred:

  • Educational background in math, business, finance, economics or operations research
  • Knowledge of Tableau or other reporting software
  • Familiarity with Workforce management software like IEX Total View or Genesys
  • Knowledge of student lending and/or consumer lending industry including call center environments

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