Description & Requirements

We’re excited to introduce a new opportunity to join our team as a Workforce Analyst supporting one of our key health services programs!

We are seeking a detail-oriented analyst to support program operations through data analysis, stakeholder collaboration, and quality assurance. This role involves translating user requirements into functional applications, extracting and reporting data for decision-making, and ensuring contract compliance through audits and evaluations.

This position is contingent upon award of the program

Why Maximus?

- Professional Development Opportunities- Participate in training programs, workshops, and conferences.

- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- Tuition Reimbursement - Invest in your ongoing education and development.

- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage.

- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- Competitive Compensation - Quarterly bonuses based on performance included!

You must reside in the state of WA, preferably in the Olympia area

Essential Duties and Responsibilities:

- Create and provide revolving analytics data of call/web chat arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance.

- Analyze reports and query database from call center software, agent attendance data and WFM Software.

- Determine Agent Adherence to schedule and agent performance.

- Create and design Ad hoc reports for data pertaining to agent scheduling, call/web chat volumes, Agent-Performance Metrics.

- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.

- Analyze, determine, and communicate work/training schedules for agents to operations management.

- Identify and determine required staff based upon deviation reports and make recommendations for improvements.

- Recommend improvements in project performance based on analysis of Forecast to Actuals.

- Determine, document, and escalate concerns on agent performance to management.

- Responsible for skillset management of agents as instructed by operations leadership or management including availability of agent to queue vs skillset and call back assignments.

- Provision Agents within business systems to create optimal project performance and make recommendations for improvement.

- Manage real time monitoring of agents and notification of unscheduled agents’ activities and adherence.

- Take action on operation items escalated by Junior WFM Analysts.

- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.

- Continuously create Work Instructions and Job Aids for supervisors to provide instruction on what action is required for specific codes.

- Analyze volume forecasts, productivity targets and available staff to develop an optimal schedule of staff and utilize available resources to maintain acceptance of service levels within tactical scheduling cycles.

- Interact and consult with Capacity Planning/Staffing Optimization on forecasting and capacity planning, and human resources on matters of recruiting, training, hiring and attrition.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- Experience in state-based Health Care exchange preferred

- Knowledge of Medicaid/Medicare programs preferred

- Willing to work onsite in our Olympia, WA office as needed

- Must live in the state of WA, Olympia preferred

- Willing to travel within the state and to other states as needed occasionally

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$ 78,000.00

Maximum Salary

$ 85,000.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.