MAXIMUS Workforce Management Technician - 2019-45581 in Kansas City, Missouri
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.Job Description SummaryJob Summary:The Workforce Management Technician provides support to operations in areas of forecasting call volume, scheduling of employees, evaluating and preparing reports, managing intraday processes to achieve business goals, monitoring agent schedules, and long and short term business planning.iEssential Duties and Responsibilities:- Create and maintain contact center shifts and schedules based on the tactical call forecast in WFM platform.- Monitor all contact center queues and revise schedules in real-time to accommodate absenteeism, unexpected fluctuations in volume and changes to team schedules.- Monitor service levels and productivity throughout each day and propose adjustments to work schedules to the WFM Manager when needed.- Conduct analysis and recommend solutions to real time performance issues.- Check arrival pattern shifts and measure forecasting, accuracy and schedule effectiveness to ensure performance goals are met.- Provide feedback for the long-range forecasts for both call volumes and staff to ensure service goals are met.- Propose optimal use of voluntary time off and overtime to the WFM Manager to achieve performance targets and, upon approval, notify supervisors and adjust schedules.- Process PTO approvals and update schedules as necessary.- Process all attendance issues, adjust schedules as necessary and elevate risk created by attendance issues.- Update WFM platform to capture new hires, attrition, and monitor shrinkage.- Provide training to supervisors in the use of WFM platform functions and interpretation of the data presented by the WFM platform.- Perform other duties as assigned by leadership.Minimum Requirements:- High School diploma with 0-2 years of experience.iEEO 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. Weire 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.