Workforce Management 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 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.

Job Title

Workforce Management Analyst

Location

Baltimore, MD

Job Summary

Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met. Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. Provide regular reports to management on workload and workforce. Make recommendations for new or updated call/service center technology and process improvements to reduce costs.

Key Responsibilities

• 25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• 25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
• 20% Monitors and responds to queue activity and service levels.
• 10% Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
• 10% Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
• 10% Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.

Required Qualifications

• Experience: 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.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.