Workforce Management Analyst I

Ampcus Inc; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health & Wellness insurance

Life Insurance

401(k) retirement savings

Job summary

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

You will work with supervisors to adjust staffing, generate routine workload reports, and propose process improvements to reduce costs.

Qualifications

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

Responsibilities

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

Education

Bachelor's Degree

Tools

Microsoft Office

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 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
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines, Proficient
• Proficient in Microsoft Office applications, Proficient

Benefits Overview:

• Health & Wellness: Comprehensive pre-tax health, dental, and vision insurance options.
• Life Insurance: Group term life insurance and voluntary life insurance coverage.
• Retirement Savings: 401(k) retirement savings plan to help you plan for your future.

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.