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Amplix · 16 hours ago

Wireless Support Workforce Analyst

United States

Full-time

Remote

Entry Level

1+ years exp

Amplix is seeking a Wireless Support Workforce Analyst to monitor and analyze the Mobility team workloads and staffing to enhance customer experience. The role involves managing employee scheduling, improving operational efficiency, and ensuring proper coverage to meet service level goals.

Business DevelopmentIT Infrastructure

Responsibilities

Reporting data management activities around employee scheduling and forecasts

Improve processes and increase efficiency of operations by recommending necessary changes

Call forecasting and agent scheduling for the contact center

Responsible for appropriately responding to service level variations by working with clients and operations to match staff to demand and/or reallocate call and order volumes

They serve as a real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals

ManageEngine hourly Queue Monitoring for Technical Support and Client Support Team

WFM Support

Schedule adherence

Support for scheduling updates

Reskill time management

Time off requests and exceptions

Timecard approvals

Attendance management

Queue monitoring

ManageEngine

Evolve Dashboard

CDT

BDT

Reporting Daily/Weekly/Monthly

SLA requirements

BDT/CDT status reporting

Quality

ManageEngine

Evolve

Activation reporting

Daily report (calls, changes, prior day ME activity)

Asset errors

Overtime

Agent availability

HD distribution chart

Staff forecasting

Month-end statistics

Task management

Training Scheduling

Hiring Support

Conduct prescreening evaluations to assess candidate qualifications for the new role

Qualification

Workforce ManagementData AnalysisCall ForecastingManageEngineMicrosoft Office SuiteInterpersonal SkillsTime ManagementActive ListeningProblem SolvingOrganizational Skills