Human Resources Assistant 3

Location - Irving, TX

Duration - 12 Months Possible Extension

Work Mode - Onsite

Job Description

We are looking for a proactive Workforce Management Specialist to join our HR Service Center team. In this role you will own agent scheduling for phone, chat, case, and non-phone work, monitor key performance indicators, and partner with leadership to ensure optimal staffing levels. The ideal candidate is data-driven, skilled at translating analytics into action, and comfortable handling a high volume of schedule change requests.

• Scheduling & Allocation
  • Design and maintain daily schedules for phone, chat, case, and off-phone assignments.
  • Collaborate with stakeholders to capture staffing needs and balance workload.
• Real Time Monitoring
  • Track agent adherence and productivity in real time; flag deviations promptly.
• Schedule Maintenance
  • Process time off requests, schedule adjustments, and exception handling efficiently.
• Forecasting & Staffing
  • Lead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service factor targets.
• Reporting & Analytics
  • Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance.
• Process Improvement
  • Recommend and implement procedural changes to boost communication and operational efficiency.
  • Configure workforce management tools to capture accurate agent productivity metrics.
• Best Practice Leadership
  • Stay current on WFM trends and apply industry best practices to evolve our processes.
• Independent Execution
  • Work autonomously with minimal supervision while delivering high-quality results.

• 3-5 years of workforce management or scheduling experience in a contact center environment.
• Proficiency with AWS Connect or comparable cloud-based contact center platforms.
• Advanced Microsoft Excel skills (pivot tables, VLOOKUP/INDEX MATCH, macros).
• Ability to work on site in Irving, TX.
• Strong analytical mindset-assess data quality, interpret business impact, and make data-driven recommendations.
• Excellent written and verbal communication; comfortable presenting to all organizational levels.

• Bachelor's degree in Business, Human Resources, or a related field.
• Experience with ServiceNow or other ITSM case management tools.
• Familiarity with Microsoft Teams and SharePoint for collaboration and documentation.

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.