Essential Duties and Responsibilities:
- Overall responsibility for identifying and documenting operational business requirements and processes, including providing clarification on any requirement discrepancies.
 - Perform all internal reporting needs of the department.
 - Extract, tabulate, and analyze and present data to support program activity and assist in management decision making.
 - Identify, analyze, and communicate all system and process defects.
 - Identify innovative strategies to create operational and/or system efficiencies.
 - Work effectively with internal and external business partners in the delivery of solutions.

- Ensure service levels are met or exceeded, and to maximize efficiencies regarding call volume and staffing.- Provide analytical review and determinations around forecasting to ensure appropriate staffing levels are met.- Provide complex staffing plans based on volume expectations and past performance, while monitoring intraday, staffing data, and agent adherence in real-time.
Minimum Requirements:- Bachelor's degree in related field OR equivalent combination of education and experience considered in lieu of degree.- 3 to 5 years of relevant professional experience required.- Strong MS Excel skills and experience preferred.
**Training Period Requirement:-  For the onset and duration of training only--You will be required to bring your own device which requires you to provide your own personal computer, webcam, & headset with microphone(Tablets, iPads, and Chromebooks are not permitted).

Home Office Requirements:- Hardwired internet (ethernet) connection.- Internet download speed of 25mbps single upload or higher required (you can test this  by going to (www.speedtest.net).- Private work area and adequate power source.- Internal video calls may be requested on occasion. Proper background and attire are required.- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)  OS for Windows - Windows 10 or Windows 11  OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)
Minimum Requirements
- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

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. AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.