Program / Workforce Management Analyst

WFM Analyst

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.

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.

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.