GDIT

Returning Candidate?

Workforce Management Specialist

Workforce Management Specialist

Requisition Number 
2017-33389
Number of Positions 
6
Job Locations 
USA-FL-Jacksonville
Posted Date 
11/20/2017
Job Function 
Contact Center Operations
Full/Part Time 
Full Time

More information about this job

Job Description

Do you have contact center scheduling and planning experience?  How about a keen eye for data entry and reporting?  If so, then we might have a job for you!  General Dynamics Information Technology is currently looking for a Workforce Management (WFM) Specialist to join our team in Jacksonville, FL.  The WFM Specialist will be a member of a Census Workforce Operations (WFO) team reporting to the site WFO Supervisor and will primarily be responsible for watching real time ACD and staffing information as well as entering exceptions and time off requests of contact center staff at a United States Census Bureau (USCB) Census Questionnaire Assistance (CQA) contact center.  The WFM Specialist will also be expected to support ad-hoc projects as required.

 

Responsibilities:

  • Planning of- and scheduling- CSR off-phone events at the site level
  • Tracking CSR schedule adherence in real time
  • Updating schedules with up-to-date information
  • Assisting in the coordinating and appropriate allocation and availability of call center staff in order to achieve project goals
  • Creating and maintaining reports from scheduling software and other sources
  • Recommending procedural- and operational- guideline changes to improve communications and operational efficiency
  • Providing administrative support to the Contact Center and Contact Center Management Staff
  • Making necessary adjustments to workforce management software to appropriately track the productivity of Contact Center Agents
  • Able to work within a team and with internal and external clients to gather and understand requirements
  • Performing other duties as assigned by management
  • Regular and predictable attendance is required  

           

Education

Requires a High School Diploma or GED

Qualifications

  • 0-2 years of related experience in call center workforce management and/or customer service
  • Knowledge of Genesys, Aspect E-WFM, or IEX a plus
  • Intermediate Excel skills
  • Must be willing to work various schedules including weekends
  • High level of commitment, initiative, vision and enthusiasm
 

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 Title 13 data; 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.

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.

 

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.

Connect With Us!

Not ready to apply or just want to stay informed on various career opportunities and events at GDIT? Join one of our Talent Communities today!