Operations - Analyst, Workforce Mgmt II

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:Operations - Analyst, Workforce Mgmt II 

Location: Remote

Job Summary:

Responsible for performing analysis of historical business data, including past call and transaction volume, projected business trends and events, and other possible drivers of workforce volume to determine future workload trends and plan staffing levels as appropriate for the Customer Service Center. In this role, the Workforce Mgmt Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed customer service standards.

Key Responsibilities:

• Develop and maintain reports and dashboards.
• Perform Root Cause Analysis (RCA) and provide data-driven recommendations.
• Support workforce planning and operational efficiency initiatives.
• Forecast call volume and resource requirements necessary to meet objectives, including development of long-range capacity and workload requirements.
• Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes.
• Maintain accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information.
• Proactively incorporate cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans.
• Participate in scheduled Forecasting / Planning meetings and coordinate activities of other Workforce Management Team members.

Required Qualifications:

• Minimum 5 years of hands-on Workforce Management (WFM) experience in a contact center environment.
• Strong analytical and problem-solving skills with the ability to identify trends, perform root cause analysis, and provide actionable recommendations.
• Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques.
• Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
• Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions.
• Bachelor's Degree or an additional 4 years of relevant work experience in lieu of a degree.
• Proficient in Microsoft Applications including Word, Excel, and Access.
• Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail.
• Ability to work independently and collaboratively.

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.