Workforce Forecasting & Scheduling Analyst I

Ampcus, Inc; Washington (District of Columbia); Sur place; USD 55 000 - 85 000; Plein temps

Résumé du poste

Ampcus Inc. is seeking a Workforce Management Analyst I to monitor call volume, patterns, and traffic flow for the Customer Service center.

You will work with supervisors to forecast workload and adjust schedules to optimize staffing, and provide regular management reports on workload and performance. Responsibilities include analyzing intraday and historical performance, identifying trends, monitoring queue activity, and communicating staffing changes based on forecasts.

Qualifications

• Bachelor’s degree required.
• 1 year of scheduling/forecasting/traffic experience.
• In lieu of degree, 4 additional years of relevant work experience.

Responsabilités

• Analyzes intraday and historical performance to meet service goals.
• Identifies call volume trends and averages intraday, weekly, monthly, etc.
• Monitors and responds to queue activity and service levels.
• Establishes and maintains communications channels regarding events impacting workload.
• Communicates staffing adjustments based on dynamic forecasts.
• Collaborates with internal teams to identify improvement opportunities to achieve service goals.

Connaissances

Scheduling

Forecasting

Traffic analysis

Communication

Formation

Bachelor’s Degree

Description du poste

Ampcus Inc. is seeking a Workforce Management Analyst I to monitor call volume, patterns, and traffic flow for the Customer Service center.

You will work with supervisors to forecast workload and adjust schedules to optimize staffing, and provide regular management reports on workload and performance. Responsibilities include analyzing intraday and historical performance, identifying trends, monitoring queue activity, and communicating staffing changes based on forecasts.