Workforce Management 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 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 I

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:

• 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. (25%)
• Monitors and responds to queue activity and service levels. (20%)
• 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. (10%)

Required Qualifications:

• Education Level: Bachelor’s Degree
• Experience: 1 year in a Scheduling, Forecasting, or Traffic environment.
• In Lieu of Education: In lieu of a Bachelor’s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Preferred Qualifications:

• Excellent communication skills both written and verbal, Proficient
• Ability to recognize, analyze, and solve a variety of problems, Proficient