"Alerted.org

**Req ID:** RQ209554

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** None

**Public Trust/Other Required:** MBI (T2)

**Job Family:** Program Delivery and Execution

Skills:

Customer Service,People Management,Schedule Adherence,Scheduling

Experience:

5 + years of related experience

Job Description:

The WFM Analyst will perform duties and responsibilities including (but not limited to):

+ Leadership

+ Communicate with management and operations team to ensure compliance with WFM standards

+ Collaborate with operations team to develop service level standards and determine best practices in workforce management and service levels

+ Communicate orally and in writing sufficient to identify problem areas and make recommendations for improvement on system changes that impact call volumes, staffing levels, schedule efficiency and service level metrics

+ Create process and procedure flows, data driven reports and presentations to identify improvement opportunities

+ Participate in and/or lead small group process improvement initiatives related to enhancing workforce management processes and increasing communication with Site Management

+ Experienced in Customer Acceptance Testing Procedures

+ Lead projects/initiatives to completion

+ Scheduling

+ Create and publish training and work schedule scenarios

+ Manage changes to schedules to ensure adequate daily resource coverage

+ Oversight and management of day-to-day schedule exceptions

+ Process management requests for modifications of scheduling events such as meetings, trainings, etc.

+ Resolve scheduling issues with care center operations personnel

+ Managing Real-time / Intra-day

+ Provide real-time monitoring and workforce management techniques to make intra-day adjustments to achieve business objectives

+ Monitor attendance and schedule adherence

+ Maintain running report of attendance incidents

+ Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve business objectives for a multi-site operation

+ Adhere to scheduled tasks to include Adherence Reports, Health Checks, Intra-Day / End of Day Reports, Email Responses, Skilling Requirements, Change Request Forms

+ Forecasting

+ Model hourly and daily forecasts based on historical data

+ Gather data to develop call volume and staffing forecasts

+ Performing other related duties as required or assigned

Desired Knowledge, Skills, Abilities:

As an ideal candidate for this role, YOU have:

+ An ability to maintain a flexible work schedule including up to one hour prior and one hour after opening and closing care center times, including possible weekend coverage

+ An ability to flex work schedule to include an AM or PM work schedule, including Saturdays

+ An ability to work remote in a quiet, secure location

+ An ability and willingness to learn new software applications

+ Skills in complex problem solving, judgment, critical thinking and decision making

+ An ability to be highly organized with an emphasis on accuracy and timeliness

+ An ability to organize information and have attention to detail and accurately follow procedures

+ An ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time

+ An ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics

This program only accepts US citizens and/or Green Card Holders. The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days.

Required Qualifications:

+ Bachelor’s Degree or equivalent years of related experience

+ 5+ years of demonstrated WFM experience utilizing strong quantitative, analytical, and technical aptitude skills, preferably with multi-site operations

+ Experience with Genesys Cloud software

+ Workforce Management (WFM): Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustments

+ Callbacks: Setup and management of callback queues, timing thresholds, and customer experience parameters

+ Accounts: Best practice for account creation, termination, skilling and queues

Additional Job Description

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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, or veteran status, or any other protected class.

The likely salary range for this position is $80,750 - $109,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans