Human Resources Assistant 3

Prev Human Resources Assistant 3#26-07680 Irving, TX Onsite Job Description 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:

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, andfortable handling a high volume of schedule change requests. Responsibilities 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 adnce 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 rmendations to meet service factor targets. Reporting & Analytics Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance. Process Improvement Rmend and implement procedural changes to boostmunication and operational efficiency. Configure workforce management tools to capture accurate agent productivity metrics. Best Practice Leadership Stay current on WFM trends and industry best practices to evolve our processes. Independent Execution Work autonomously with minimal supervision while delivering high-quality results. Basic Qualifications for Human Resources Assistant 3 3-5 years of workforce management or scheduling experience in a contact center environment. Proficiency with AWS Connect orparable 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 rmendations. Excellent written and verbalmunication;fortable presenting to all organizational levels. Preferred Qualifications for Human Resources Assistant 3 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.