Workforce Analyst

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.
As a Workforce (WFM) Analyst, you will apply workforce management tools and standard methodologies to provide tactical support and effective staff planning to deliver the appropriate level of service to customers. You will be responsible for real time monitoring of service levels and performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. You will be responsible for assisting with the short and long term capacity planning process for our Customer Support team. You'll spend the majority of your day handling real-time adherence while evaluating trends in call volume, AHT, shrinkage, schedule adherence and other performance metrics and communicating your findings to leadership.
Responsibilities:

• Continuously review existing processes and research new ones for possible automation improvements or enhancements.
• Ensure staffing integrity by maintaining accurate agent information through a master roster.
• Provide feedback to the management team regarding agent scheduling concerns.
• Understand the needs of our business leaders and make sound recommendations to address those needs
• Coordinate with the reporting team to generate daily, weekly, and monthly reporting.
• Other duties and/or projects as assigned.
• Monitor real-time adherence and call statistics and connect with supervisors to ensure on-phone and off-phone activity is handled efficiently throughout the day.
• Track and trend analysis for absenteeism
• Review and process VTO/PTO/OT requests in real-time.
• Provide real-time blocking issue, recovery, and restore capabilities for any failure of service.
• Communicate with management when the volume is low and redirect employees to work on other activities to ensure efficiency and daily goals are achieved
• Resolve accurate shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability.
• Optimize weekly schedule, including breaks, lunches, offline activities, based upon forecasted contact volume and handle times.
• Maintain accurate schedule information, including FMLA, days off/vacations, team meetings.
• Develop efficient schedules for new hires
• Create, modify and maintain forecast models that accurately predict events given changes in various operating assumptions.
• Apply WFM tools to resolve staff requirements for internal and outsourced vendors.
• Complete interval level forecasting and optimal schedule analysis

Required:

• High School Diploma
• 2+ years' experience in Contact Center Workforce Management position.
• Excellent organization, communication and interpersonal skills are required to interact optimally with all levels of staff, as well as external vendors and/or customers.
• Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions.
• Problem solving skills with the ability to approach problems logically and troubleshoot.
• Time management skills, multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.

Preferred:

• Prior experience configuring/maintaining WFM tools (i.e. Verint, IEX, Aspect)
• Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).
• 2+ years of forecasting and/or contact center reporting experience
• Intermediate Excel skills (basic calculations, spreadsheet creation, spreadsheet maintenance)

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.