Operations - Analyst, Workforce Mgmt II

Ampcus Inc. • Maryland, MD

4d • Remote

About The Position

Ampcus Inc. is seeking a highly motivated Operations - Analyst, Workforce Mgmt II to join their talented team. This remote position is responsible for analyzing historical business data, including past call and transaction volume, projected business trends, and other potential drivers of workforce volume. The goal is to determine future workload trends and plan appropriate staffing levels for the Customer Service Center. The Workforce Mgmt Analyst II will collaborate with business leaders to develop staffing capacity and assist with ad hoc workforce planning analysis requests to ensure adequate coverage and meet customer service standards.

Requirements

• Minimum 5 years of hands-on Workforce Management (WFM) experience in a contact center environment.
• Strong analytical and problem-solving skills with the ability to identify trends, perform root cause analysis, and provide actionable recommendations.
• Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques.
• Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
• Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions.
• Proficient in Microsoft Applications including Word, Excel, and Access.
• Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail.
• Ability to work independently and collaboratively.

Nice To Haves

• Bachelor's Degree or an additional 4 years of relevant work experience in lieu of a degree.

Responsibilities

• Develop and maintain reports and dashboards.
• Perform Root Cause Analysis (RCA) and provide data-driven recommendations.
• Support workforce planning and operational efficiency initiatives.
• Forecast call volume and resource requirements necessary to meet objectives, including development of long-range capacity and workload requirements.
• Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes.
• Maintain accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information.
• Proactively incorporate cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans.
• Participate in scheduled Forecasting / Planning meetings and coordinate activities of other Workforce Management Team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level