Description & Requirements
Maximus is currently looking for remote Sr. Analyst Reporting to join our team. This remote Sr. Analyst - Reporting position will be responsible for providing front-line, first level management with the goal of meeting program objectives and customer service level agreements within the OPM PSHB CS project, which is the Office of Personnel Management United States Postal Service Customer Service Center.
Essential Duties and Responsibilities:
- Responsible for managing reports based on data collected by Maximus and its vendors in order to provide information regarding performance and compliance.
- Collect data and produces, troubleshoot, and distribute routine reports regarding project operations on a daily, weekly, monthly, quarterly, semi- annual, and annual basis on an aggressive, deadline-oriented schedule.
- Supervise the maintenance of updated inventory of reports and report distribution lists.
- Research and document key reporting requirements with an understanding of business processes, contract deliverables, and resource limitations.
- Assist with design, implementation, and quality review of reports and reporting processes.
- Select appropriate data and use defensible data mining techniques to investigate issues, conduct ad hoc analysis, and quality control reports.
- Analyze and interpret findings in the light of business conditions and contractual requirements.
- Provide key decision makers with concise written summaries of analysis, including assessment of the impact of trends, hot issues, and significant events.
- Maintain a general understanding of the various databases, systems, programs, policies, business processes, resource constraints, and contractual requirements to facilitate appropriate data gathering, reporting and data interpretation.
- Monitor changes to determine their impact on data gathering, reporting and analysis.
- Collaborate on quality related tasks such as policy or procedure analysis and redesign, audits, benchmarking, and performance standard setting, etc.
- Assist end-users and software development to clearly define reporting needs, identify key performance measures, set benchmarks, and design and develop measurement tools and reports.
- Communicate to ensure that measurement tools, reports and data are understood accurately and consistently across work groups.
- Serve as a primary subject matter expert and custodian of certain project wide data.
- Participate in the development, documentation, and performance of procedures related to maintenance, clean up, and consolidation of this information.
- Provide management with data analysis in quantitative and narrative formats for trending, forecasting, and decision support, which may involve written or oral presentation in formal or informal settings.
- Provide technical and procedural guidance to staff, across the project, that track data or perform reporting tasks, including review of tracking tools and data for accuracy and adherence to standards and deadlines.
- Develop uniform reporting standards, processes, and documentation to schedule, prioritize, deliver and quality control the projects reporting and data analysis needs. -
- Manage and coordinate workflow to ensure all required reports are submitted within contractual or internal deadlines. Monitor and coordinate the involvement of others in these processes.
- Identify and address expected and unforeseen data complexities to mitigate their impact on the analytic outcome and associated business decisions. Develop solutions to a variety of complex problems by using considerable judgement and initiatives.
- Perform other duties as assigned by management.
- Provide overall support and analysis to all reporting requirements of the OPM PSHB CS project, including client-mandated and project-related performance data
- Create ad hoc reports using agent schedules, call volumes, and other agent performance and project metrics
- Maintain production data and review of staff plan hours on a weekly basis
- Assists in managing employee profile creation in business systems to drive project performance
- Create, track, and maintain agent metrics for historical information purposes on various reporting tools such as SharePoint and Excel
- Oversee maintenance of employee status, issue and outage tracking system, coaching, Quality and performance, and other system-related data such as log in/log out production and reporting from Amazon Connect
- Leads with WFM in creating and managing forecasts and build staffing requirements for the project
- Responsible for designing, creating, analyzing, building, and distributing reports based on data collected by Maximus and its vendors in order to provide information regarding performance and compliance
- Collect data and produces, troubleshoot and distribute routine reports regarding project operations on a daily, weekly, monthly, quarterly, semi- annual, and annual basis on an aggressive, deadline-oriented schedule
- Supervise the maintenance of updated inventory of reports and report distribution lists
- Research and document key OPM USPS CSC reporting requirements with an understanding of business processes, contract deliverables, and resource limitations
- Assist with design, implementation, and quality review of reports, dashboards, and reporting processes
- Provide key decision makers with concise written summaries of analysis, including assessment of the impact of trends, hot issues, and significant events, from both an operations and workforce standpoint
- Communicate to ensure that measurement tools, reports and data are understood accurately and consistently across functional groups
- Assist in the development of uniform reporting standards, processes, and documentation to schedule, prioritize, deliver and quality control the projects reporting and data analysis needs
- Manage/coordinate workflow to ensure all required reports are submitted within contractual or internal deadlines
- Monitor and coordinate the involvement of others in these processes
- Lead Change Management for the OPM PSHB CS program. Track changes and facilitate meetings.
- Monitor system outages for the program.
- Perform other duties as assigned by management Minimum Requirements:
- Bachelor's degree and / or with 5+ years of experience, preferred
- Develop solutions to a variety of complex problems
- Work requires considerable judgment and initiative
- Exerts some influence on the overall objectives and long-range goals of the organization. Home Office Requirements:
- Hardwired internet (ethernet) connection
- Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to
- Private work area and adequate power source
- All equipment will be provided by Maximus (laptop and headset)
Minimum Requirements
Minimum Requirements:
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
- Advanced degree or professional designation preferred.
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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.
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.
