Description
Ampcus Inc. is hiring a Workforce Management Analyst in Baltimore, Maryland to monitor call volume, patterns, queues, and service levels; analyze traffic and forecasts; adjust schedules and staffing; report workload and workforce performance; and recommend technology and process improvements. The role requires at least one year of experience in scheduling, forecasting, or traffic, contact center workforce management knowledge, Microsoft Excel proficiency, and experience with contact center technologies such as Genesys Cloud, NICE IEX, or CXone.
