Remote Workforce Planning & Analytics Analyst II

Ampcus, Inc; Maryland; On-site; USD 75,000 - 95,000; Full time

Job summary

Ampcus, Inc is seeking an Operations - Analyst, Workforce Mgmt II to join their team in a remote capacity. This role involves performing analysis of historical business data and developing staffing capacity based on future workload trends.

The ideal candidate will have a minimum of 5 years of experience in Workforce Management within a contact center, strong analytical skills, and advanced proficiency in Microsoft Excel. The position also entails supporting workforce planning initiatives and ensuring operational efficiency.

Qualifications

• 5 years of hands on Workforce Management experience in a contact center.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Excel proficiency, including pivot tables and formulas.

Responsibilities

• Develop and maintain reports and dashboards.
• Perform Root Cause Analysis and provide recommendations.
• Support workforce planning and operational efficiency initiatives.
• Forecast call volume and resource requirements.
• Evaluate call volume and staff forecasting.

Skills

Analytical skills

Problem-solving skills

Microsoft Excel proficiency

Communication skills

Stakeholder management

Education

Bachelor's Degree or 4 years relevant work experience

Tools

Genesys Cloud

NICE IEX/CXone

Job description

Ampcus, Inc is seeking an Operations - Analyst, Workforce Mgmt II to join their team in a remote capacity. This role involves performing analysis of historical business data and developing staffing capacity based on future workload trends.

The ideal candidate will have a minimum of 5 years of experience in Workforce Management within a contact center, strong analytical skills, and advanced proficiency in Microsoft Excel. The position also entails supporting workforce planning initiatives and ensuring operational efficiency.