General Dynamics Information Technology (GDIT) is hiring a Program/Workforce Management Analyst to perform essential workforce management functions for a multi-site operation. You will be responsible for forecasting, scheduling, real-time monitoring, and leading process improvement initiatives to enhance service delivery.
What You'll Do
- Communicate with management and operations to ensure compliance with workforce management standards.
- Collaborate with operations to develop service level standards and identify best practices.
- Analyze and recommend improvements for system changes affecting call volumes, staffing, and service levels.
- Create process flows, data-driven reports, and presentations to highlight improvement opportunities.
- Lead or participate in process improvement initiatives to enhance WFM processes and communication.
- Manage projects and initiatives through to completion.
- Create and publish training and work schedule scenarios.
- Manage schedule changes and exceptions to ensure adequate daily resource coverage.
- Process management requests for modifications like meetings and trainings.
- Resolve scheduling issues with care center operations personnel.
- Provide real-time monitoring and make intra-day adjustments to achieve business objectives.
- Monitor attendance, schedule adherence, and maintain reports on attendance incidents.
- Perform continual analysis and real-time re-forecasting to adjust staffing plans.
- Adhere to scheduled reporting tasks including Adherence Reports and Health Checks.
- Model hourly and daily forecasts based on historical data.
- Gather data to develop call volume and staffing forecasts.
- Perform other related duties as required.
What We're Looking For
- Bachelor’s Degree or equivalent years of related experience.
- 5+ years of demonstrated WFM experience with strong quantitative, analytical, and technical skills, preferably in multi-site operations.
- Experience with Genesys Cloud software.
- Expertise in Workforce Management: forecasting, scheduling, adherence monitoring, and real-time adjustments.
- Experience with callbacks: setup and management of queues, thresholds, and customer experience parameters.
- Knowledge of best practices for account creation, termination, skilling, and queues.
- Skills in Customer Service, People Management, Schedule Adherence, and Scheduling.
- This program only accepts US citizens and/or Green Card Holders. The selected candidate must have resided in the US for the past five years with no more than 90 consecutive days or 180 cumulative days abroad.
- Ability to obtain a Public Trust clearance (MBI T2).
Nice to Have
- Ability to maintain a flexible schedule, including up to one hour before/after care center hours and possible weekend coverage.
- Ability to flex schedule to include AM, PM, or Saturday shifts.
- Ability to work remotely from a quiet, secure location.
- Willingness and ability to learn new software applications.
- Skills in complex problem solving, judgment, critical thinking, and decision making.
- High organization with emphasis on accuracy, timeliness, and attention to detail.
- Ability to work independently or in a team, occasionally under time pressure.
- Effective written and oral communication skills with sensitivity to professional ethics.
- Experience with Customer Acceptance Testing Procedures.
Technical Stack
- Genesys Cloud software
Team & Environment
You will collaborate closely with the operations team and site management to develop standards and improve processes.
Benefits & Compensation
- Compensation: $80,750 - $109,250
- A variety of medical plan options, some with Health Savings Accounts.
- Dental and vision plan options.
- A 401(k) plan with company match.
- Full flex work weeks where possible.
- Comprehensive paid time off plans, including vacation, sick leave, personal time, and holidays.
- Typically 15 days of paid leave plus 10 paid holidays annually.
- GDIT Paid Family Leave provides up to 160 hours in a 12-month period.
- Short and long-term disability, life, AD&D, personal accident, critical illness, and travel insurance.
Work Mode
This is a remote position open to candidates in any location.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.
