About this role
Manage and optimize workload allocation and tracking for PAS-supported contact center operations for USPS. Support leadership with forecasting, real-time distribution decisions, performance monitoring, and reporting to improve resource utilization across multiple contact centers.
Key Responsibilities
- Manage, maintain, and improve workload allocation and tracking process
- Support workload forecasting and real-time allocation across contact centers
- Monitor workload volumes, queue activity, and staffing utilization
- Develop reports, dashboards, and decision-support materials
- Analyze workload data and recommend actions to improve efficiency and responsiveness
Technical Overview
Operational analytics role focused on contact center workload management using Genesys Cloud, Salesforce, and ServiceNow. Responsibilities include monitoring queue activity and staffing utilization, forecasting workload, and producing dashboards and decision-support outputs.
Ideal Candidate
The ideal candidate is a proactive, detail-oriented operations professional with experience managing workload allocation and tracking for contact center or customer support environments. They can forecast workload, make real-time allocation decisions, monitor operational metrics (queue activity and staffing utilization), and produce actionable reporting and dashboards using tools such as Genesys Cloud, Salesforce, and ServiceNow.
Must-Have Skills
managemaintainand improve the workload allocation and tracking process for PAS-supported contact center operationssupport PAS Director and PAS leadership with workload forecastingreal-time allocationand workload balancing across supported contact centersmonitor workload volumesqueue activitystaffing utilizationand related operational metricsdevelop reportsdashboardssummariesand other decision-support materialsanalyze workload data from multiple sources and provide actionable recommendations
Tools & Platforms
Genesys CloudSalesforceServiceNow
Required Skills
workload allocation and trackingworkload forecastingreal-time allocationworkload balancingoperational metrics monitoringqueue activity monitoringstaffing utilization analysisreportingdashboardsdecision-support materialsworkload data analysisresource utilization optimizationcontact center operationsGenesys CloudSalesforceServiceNowUnited States Postal Service (USPS)PAS
Hard Skills
workload allocation and trackingworkload forecastingreal-time allocationworkload balancingoperational metrics monitoringqueue activity monitoringstaffing utilization analysisperformance and workload trend analysisreportingdashboardssummariesdecision-support materialsworkload data analysisoperational efficiency analysisresource utilization optimizationcontact center operations
Soft Skills
proactivedetail-orientedcomfortable working in a fast-paced operational environmentcoordination across multiple stakeholdersoperational leadership supportanalytical thinkingcommunication for reporting and analysis
Keywords for Your Resume
Workload Allocation Coordinatorworkload allocation and trackingworkload forecastingreal-time allocationworkload balancingoperational metricsqueue activitystaffing utilizationperformance trendsreportingdashboardsdecision-support materialscontact center operationsworkload data analysisresource utilizationGenesys CloudSalesforceServiceNowUnited States Postal ServiceUSPSPASPostalOneFASTInformed DeliveryBMEMailpiece DesignSHIPTAPV
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