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Lead Workforce Management Specialist

Lead Workforce Management Specialist

Requisition Number 
2017-29942
Number of Positions 
1
Job Locations 
USA-DC-Washington
Posted Date 
10/11/2017
Job Function 
..
Full/Part Time 
Full Time

More information about this job

Job Description

General Dynamics Information Technology is looking for an experienced Workforce Management Lead Specialist for our United States Census Bureau (USCB) Census Questionnaire Assistance (CQA) contact center site.

 

The Workforce Management Lead Specialist will analyze and report on intraday, daily, and weekly staffing levels, staffing constraints such as absenteeism, attrition, contact volume trends, and other critical inputs to operational success. The Workforce Management Lead Specialist will perform service level risk assessments and provide mitigation strategies to program management.  The Workforce Management Lead Specialist will be responsible for short and long term staffing functions such as creating new hire and shift selection schedules. The Workforce Management Lead Specialist will also be responsible for designing exception protocols to insure productivity and CSR compliance. The Workforce Management Lead Specialist will also be expected to support ad-hoc projects as required.

 

JOB RESPONSIBILITIES:

  • Enterprise-wide planning and scheduling of both on- and off- line CSR time
  • Lead meetings with WFO and other departments (i.e., Human Resources, Operations, Training, and Quality)
  • Develop root cause analyses in response to contact volume and average handle time anomalies
  • Must be able to effectively prioritize and manage multiple concurrent projects and complete high quality work
  • Assist in the implementation and setup of WFO software in preparation for production
  • Assist WFO manager and director with short term forecasting Daily- and intraday- forecasting analysis of enterprise-wide contact volume and average handling time Analyze real-time contact trends and take immediate actions as needed, making adjustments to staffing Coordinate appropriate updates and changes to contact center CSRs’ schedules with Operations to achieve company goals
  • Generate meaningful intraday, daily, weekly and monthly reports for WFO management and Operations Communicate contact volume trends to Operations and WFO team leads Create and maintain reports from scheduling software and other sources Recommend procedural- and operational- guideline changes to improve communications and operational efficiency
  • Make necessary adjustments to workforce optimization software to appropriately track the productivity of contact center CSRs
  • Perform other duties as assigned by management
  • Regular and predictable attendance is required

 

Education

  • Associates Degree in a related discipline, or the equivalent combination of education, technical training or work experience

Qualifications

  • Minimum 3 years WFM analyst experience
  • Knowledge of Genesys WFO or similar software; prefer knowledge of initial installation and configuration
  • Intermediate to advanced skills in Excel required
  • Effective written and oral communication skills
  • Ability to work under pressure while executing day-to-day operational demands

 

ADDITIONAL REQUIREMENTS:

  • Must be willing to work various schedules
  • High level of commitment, initiative, vision and enthusiasm Previous experience training others in the use of WFO software
  • Working knowledge of IVR routing a plus

 

 

 

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

 

GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. 

 

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