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Workforce Management Technician in Brownsville, TX at Maximus, Inc.

Date Posted: 12/2/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services

Job Summary:
The Workforce Management Technician provides support to operations in areas of tracking work volumes, assignment of incoming work, scheduling of employees, evaluating and preparing reports, managing intraday processes to achieve business goals, monitoring operations employees’ schedules, and long and short term business planning and forecasting.

Essential Job Duties:
•Perform continuous, real time adherence monitoring across operational areas
•Collects transactions from the EPC and legacy systems and assigns to supervisor queues
•Monitors default queue voicemail box and assigns callbacks to reviewer staff as appropriate
•Utilizes Salesforce tool to collect and track production volumes
•Determines and communicates appropriate queue staffing requirements on an intraday basis
•Monitors production levels and productivity at appropriate intervals and performs adjustments to work schedules as necessary
•Provides regular and on demand reports to management regarding operations performance
•Assists in short and long range planning to optimize staffing in order to achieve productivity standards
•Creates and maintains personnel data, shift standards, work hour schedules
•Works with and advises operations managers about expected productivity standards and staffing requirements
•Collects, reviews, interprets, and summarizes data in preparation for generation of statistical and analytical reports
•Utilizes specified statistical software to review and interpret research data, as appropriate to the individual position

Education and Experience Requirements:
•High School diploma or GED required; college preferred
•Two (2) years of related experience required
•Proficient in the use of Microsoft Office products
•Excellent organizational, analytical, written, and verbal communication skills
•Ability to perform comfortably in a fast-paced, deadline-oriented work environment
•Ability to work as a team member, as well as independently with limited supervision
•Ability to conduct and manage project reviews and communicate process improvement recommendations

Additional Requirements as per Contract/Client:
•U.S. Citizenship

The Ideal Candidate will Possess the Following Additional Education and Experience
  • High School Diploma with 0-2 years of experience.
  • May have additional training or education in area of specialization.
  • Works on assignments that are routine in nature, with responsibilities easily learned on the job.
  • Acquires job skills and learns applicable policies and procedures to complete routine tasks.
  • Able to read, understand & perform assignments within prescribed guidelines.
  • Communicates routine information in a clear and accurate way with internal & external contacts.

EEO Statement
EEO 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.


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