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Workforce Management Specialist

Brownsville, TX

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The Workforce Management Specialist will use their organizational and detail skills to schedule and publish reports on a regular basis per business requirements. The administrator will monitor and track intraday agent activity to assist with driving higher resource efficiency and inform leadership of any potential deficiencies.Responsibilities Utilize workforce management and contact center tools to understand the current state of performance across all supported projectsMonitor real-time inbound traffic to help ensure that service levels are metWork with leadership to effectively optimize productionWork to support capacity planning exercises to identify short term and long term staffing requirementsAssist with the optimizing of schedules and forecasts and communicate results to managementPrepare and maintain reports, dashboards, daily, weekly, and monthly communicationsAssist in preparing ad hoc analysis that enables strong understanding of the businessProvide guidance on report and dashboard development to team members and management as neededCreate and maintain existing procedure documentationSupport the Workforce Management Supervisor and Workforce Manager The Ideal Candidate will Possess the Following Additional Education and Experience High school diploma or GED requiredOne (1) year experience in workforce management requiredComplete and certify all MFS and DMCS required onboarding training within the first two (2) weeks of being hiredExperience in production planning, scheduling or time and labor management preferredAbility to handle sensitive agent and client information and must maintain confidences of information at all times requiredProficiency in Microsoft Office Applications requiredStrong analytical skills with the ability to identify, analyze and interpret problems and trendsSkilled in evaluating information and presenting it in a logical manner to select audiencesUnderstanding of contact center metrics, terminology and business processesExcellent communication skillsExperience in a Processing or Contact Center environmentAbility to work flexible work schedulesAdditional Requirements as per contract/client:Must be current on federal student loans or must not be delinquent on federal student loansFederal security clearance (through MAXIMUS Federal) requiredEEO 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.,employmentType:FULL_TIME,title:Workforce Management Specialist,url:****States,postalCode:}},hiringOrganization:{@type:Organization,name:**MEMBERS ONLY**SIGN UP NOW***.,logo:****Service,Engineering,Facilities,Finance,Management,Other,Program Management],industry:Accounting, Customer Service, Engineering, Facilities, Finance, Management, Other, Program Management} {@context:****Management Specialist}}]}

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