At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is t o affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Summary

This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction.

Position Summary

The Scheduler is responsible for managing and providing effective employee work schedules; oversees the overall queue management for Operations; forecasts contact volumes and staffing needs, and schedules employees based on work load, analysis of trend data, and real time schedule adjustments.

Your typical week at Maximus

• Prepares and analyzes agent schedules in order to meet CRA Standards in the most efficient manner possible.
• Monitors flow of calls into Operations vs. number of Agents assigned throughout the day. Modifies schedules to ensure correct staffing levels throughout the day.
• Monitors Agent activity; identifies areas of concern with regards to schedule adherence and performance effectiveness to Supervisors and Managers.
• Manages queue fluctuations – if queue falls below thresholds, recommend re-assignment of Agents. If queue goes above thresholds, recommend delay of breaks or re-assignment of Agents working documents to the phones.
• Interprets Decision Support statistics to analyze the current environment within the contact center and the effects of changes to the schedule such as vacations or overtime.
• Takes a leadership role in the event of a queue outage – responsible for reporting system issues or queue outages, direct activity on the floor and communicate effectively with Managers/Supervisors/Agents
• Ensures schedules are published within acceptable time frames.
• Analyzes requests for alterations to the schedule and responds appropriately.
• Ensures necessary forecasts and other aspects of WFM Verint are prepared to support scheduling analysis.
• Monitors daily service levels and productivity, adjusts schedules as necessary.
• Keeps accurate records of queue statistics – compile ad-hoc and daily reports as needed by Contact Centre management.
• Other related duties as required

What you offer us

Knowledge Skills and Abilities

• Knowledge of staff planning, workload distribution, and trend analysis
• Preferred knowledge and application of workforce scheduling software and staffing models.
• Exceptional inter-personal, oral, presentation, and written communication skills.
• Excellent analytical, organizational, and time management skills.
• Ability to handle pressure situations
• Ability to define problems, collates data, establish facts and draw valid conclusions
• Ability to learn web-based software applications / programs.
• Ability to effectively present information and respond to questions from groups of managers, colleagues and customers
• Ability to work independently but also have a strong commitment to being a team player

Education and Experience

• A combination of 3 years of related experience, (preferably using automated scheduling tools); OR
• An equivalent combination of education and experience
• Experience in data gathering and trend analysis, statistical analysis, graphing and data presentation
• Strong knowledge preferred of WFM – Workforce Management Tool
• Preferred experience managing large groups (up to 150 staff) in a fast-paced environment

Other

• Must clear Federal Reliability Security Clearance

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Three weeks of paid vacation
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range – $56,450.00 - $65,321.00 CDN

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

We will be accepting applications until 11:59 PM on April 19, 2024.

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies, Please)

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Annual Base Pay Minimum for this Position

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Annual Base Pay Maximum for this Position

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