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Sr. Strategic Workforce Planner

Sr. Strategic Workforce Planner

Requisition Number 
2017-32639
Number of Positions 
1
Job Locations 
USA-AZ-Phoenix
USA-FL-Lynn Haven
USA-AZ-Phoenix
USA-MS-Hattiesburg
USA-LA-Bogalusa
USA-KY-London
USA-KY-Winchester
USA-KY-Corbin
USA-UT-Sandy
USA-VA-Chester
USA-FL-Riverview...
Posted Date 
10/30/2017
Job Function 
Contact Center Operations
Full/Part Time 
Full Time

More information about this job

Job Description

General Dynamics IT is looking for a Senior strategic workforce planner to join our team.  The Strategic Workforce Planning Analytics – Sr. Planner serves as an advisory resource and assists the SWP Analytics Manager and contact center management in the development and execution of strategic operations staffing plans. Responsible for partnering with Human Resources, Training, Recruiting and Operations teams to execute hiring plans and monitor attrition trends and risks. This position is also responsible for evaluating options for supporting new functions/changes to current processes that impact staffing, and prepare cost/benefit or other analysis for various levels of leadership.

 

JOB RESPONSIBILITIES:

  • Provide proactive, solutions-oriented support for the contact center management and WFM team.
  • Maintains regular communication with members of the department through weekly staffing meetings and ad hoc discussions.
  • Performing daily/weekly/monthly reporting and statistical analysis as is required to facilitate timely and accurate staffing and scheduling.
  • Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust accordingly.
  • Constantly assess system-wide and individual department performance and productivity to confirm business objectives are being met and uncover opportunities for improvement.
  • Performs a variety of administrative and analytical tasks in support of a contract program.
  • Monitors and reports performance against plans to ensure that contractual, cost, and schedule objectives are met.
  • Participates in special projects as required.
  • Regular and predictable attendance is required.

Education

  • High School diploma or equivalent required, Bachelor’s degree preferred.

 

Qualifications

  • Highly motivated individual with a positive attitude that can work well on a small team.
  • Minimum 5 years’ experience in the area of workforce management, customer service or call center operations. 
  • Strong organization, prioritization, time management and multitasking abilities.
  • Effective written and oral communication skills. 
  • Ability to work under pressure and stress while exceeding day-to-day operational demands.
  • High level of commitment, initiative, vision and enthusiasm. 
  • Advanced knowledge in MS Excel, PowerPoint, CMS
  • Proficiency in a WFM system preferred, Aspect eWFM and Interaction Decisions/CenterBridge strongly preferred.


WORKING CONDITIONS:
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

 

Work may require some physical effort in the handling of light materials, boxes, or equipment.

 

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

 

General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).

 

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and 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. 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.

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