Workforce Analytics & Scheduling Analyst

Ampcus Inc; Baltimore (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

Ampcus Inc. is seeking a Workforce Management Analyst in Baltimore, MD. This role involves monitoring call volume and patterns within the Customer Service center to ensure service level objectives are met. You will analyze traffic flow and forecasts, adjust schedules, and communicate necessary staffing adjustments to ensure optimum service.

Strong analytical capabilities and experience with Workforce Management tools are essential, along with proficiency in Microsoft Excel. The position is vital for operational success within the team.

Qualifications

• 1 year of experience in Scheduling, Forecasting, or Traffic environment.
• Ability to identify trends and support operational decision-making.
• Intermediate to advanced skills in Microsoft Excel.

Responsibilities

• Analyze intraday and historical performance to achieve operational service goals.
• Identify call volume trends and averages.
• Monitor and respond to queue activity and service levels.

Skills

Analytical skills

Problem-solving skills

Microsoft Excel proficiency

Workforce Management knowledge

Communication skills

Tools

Genesys Cloud

NICE IEX/CXone

Job description

Ampcus Inc. is seeking a Workforce Management Analyst in Baltimore, MD. This role involves monitoring call volume and patterns within the Customer Service center to ensure service level objectives are met. You will analyze traffic flow and forecasts, adjust schedules, and communicate necessary staffing adjustments to ensure optimum service.

Strong analytical capabilities and experience with Workforce Management tools are essential, along with proficiency in Microsoft Excel. The position is vital for operational success within the team.