General information
Job Posting Title Workforce Analyst Date Thursday, July 17, 2025 City Tacoma State WA Country United States Working time Full-time
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 UTO, 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 areaEssential 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.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 #HumanServices #maxcorp #LI-Hybrid