Workforce Management Analyst

Ampcus Inc. • Baltimore, MD

1d • Onsite

About The Position

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. This role involves monitoring and analyzing call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met. The analyst will work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. Additionally, the role requires providing regular reports to management on workload and workforce, and making recommendations for new or updated call/service center technology and process improvements to reduce costs.

Requirements

• 1 year in a Scheduling, Forecasting, or Traffic environment.
• Strong analytical and problem-solving skills with the ability to identify trends, interpret data, and support operational decision-making.
• Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques.
• Foundational Workforce Management knowledge, including an understanding of contact center metrics such as AHT, ASA, Service Level, Occupancy, and Adherence.
• Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
• Strong communication and organizational skills with the ability to collaborate effectively, manage multiple priorities, and provide timely reporting and operational support.

Responsibilities

• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
• Monitors and responds to queue activity and service levels.
• Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
• Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
• Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed