WFM Analyst
The WFM Analyst will perform duties and responsibilities including :
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 levelsCommunicate 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 metricsCreate process and procedure flows, data driven reports and presentations to identify improvement opportunitiesParticipate in and / or lead small group process improvement initiatives related to enhancing workforce management processes and increasing communication with Site ManagementExperienced in Customer Acceptance Testing ProceduresLead projects / initiatives to completionSchedulingCreate and publish training and work schedule scenarios
Manage changes to schedules to ensure adequate daily resource coverageOversight and management of day-to-day schedule exceptionsProcess management requests for modifications of scheduling events such as meetings, trainings, etc.Resolve scheduling issues with care center operations personnelManaging Real-time / Intra-dayProvide real-time monitoring and workforce management techniques to make intra-day adjustments to achieve business objectives
Monitor attendance and schedule adherenceMaintain running report of attendance incidentsPerform 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 operationAdhere to scheduled tasks to include Adherence Reports, Health Checks, Intra-Day / End of Day Reports, Email Responses, Skilling Requirements, Change Request FormsForecastingModel hourly and daily forecasts based on historical data
Gather data to develop call volume and staffing forecastsPerforming other related duties as required or assignedDesired Knowledge, Skills, Abilities :
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 coverageAn ability to flex work schedule to include an AM or PM work schedule, including SaturdaysAn ability to work remote in a quiet, secure locationAn ability and willingness to learn new software applicationsSkills in complex problem solving, judgment, critical thinking and decision makingAn ability to be highly organized with an emphasis on accuracy and timelinessAn ability to organize information and have attention to detail and accurately follow proceduresAn 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 timeAn ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethicsThis 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 experience5+ years of demonstrated WFM experience utilizing strong quantitative, analytical, and technical aptitude skills, preferably with multi-site operationsExperience with Genesys Cloud softwareTotal Rewards at GDIT :
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.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans