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