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WFO Senior Specialist

at Maximus

Posted: 6/5/2019
Job Reference #: 40447

Job Description

  • Job LocationsUS-FL-Jacksonville
    Posted Date2 weeks ago(6/4/2019 1:47 PM)
    Requisition ID
    2019-40447
    # of Openings
    7
    Job Schedule
    Regular Full-Time
  •  

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, we are entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

    Job Description Summary

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

    The Workforce Management (WFM) Senior Specialist as an advisory resource and assists site contact center management in the development and execution of operations staffing plans. Responsible for partnering with site Human Resources, Training and Operations team to execute hiring plans and monitor attrition trends and risks. Accountable for identifying, analyzing and reporting service deviations using multiple data sources to improve performance results.

    Job Description Summary
    • Plan and schedule both on and off--phone events
    • Assist in the implementation and setup of WFM software in preparation for production
    • Assisting Forecasting specialist with concentration on short term forecasting
    • Daily Intraday foresting analysis
    • Analyzing real-time call trends and making adjustments to staffing
    • Coordinating appropriate allocation and availability of call center staff in order to achieve company goals
    • Generating intraday, daily, weekly and monthly reports
    • Communicating call-center trends with management
    • Creating and maintaining reports from scheduling software and other sources
    • Recommending procedural and operational guideline changes to improve communications and operational efficiency
    • Providing administrative support to the Call Center and Call Center Management Staff
    • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
    • Regular and predictable attendance is required

    Minimum Requirements
    • High School diploma or GED required
    • Minimum two (2) year WFM Specialist experience
    • Proficiency in use of spreadsheets (especially Microsoft Excel) and databases to produce replicable reports
    • Ability to analyze and graphically depict the data to be useful to the data owners.
    • Excellent knowledge of WFM software including initial installation and set up
    • Intermediate to advances skills in Excel a must
    • Excellent organizational, interpersonal, and written and verbal communications skills.
    • Ability to perform comfortably in a fast-paced, deadline oriented work environment.
    • Previous experience in training others in the use of WFM software
    • Working knowledge of IVR routing a plus
    • Ability to successfully execute many complex tasks simultaneously.
    • Ability to work as a team members, as well as independently.

    In accordance with contractual requirements: Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.

     

    *SCA Job Profile Only

     

    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.
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