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Workforce Management Senior Specialist

Workforce Management Senior Specialist

Requisition Number 
Number of Positions 
Job Locations 
Posted Date 
Job Function 
Contact Center Operations
Full/Part Time 
Full Time

More information about this job

Job Description

Do you have contact center workforce management experience?  If so, then we might have a job for you!  General Dynamics Information Technology is currently looking for a Workforce Management (WFM) Senior Specialist to join our team in Jacksonville, FL.  The WFM Senior Specialist is an advisory resource and assists site contact center management in the development and execution of operations staffing plans. Responsible for partnering with site Human Resources, Training and Operations team to execute hiring plans and monitor attrition trends and risks. Accountable for identifying, analyzing and reporting service deviations using multiple data sources to improve performance results of contact center staff at a United States Census Bureau (USCB) Census Questionnaire Assistance (CQA) contact center. 



  • Planning of and scheduling of both on and off--phone events
  • Assist in the implementation and setup of WFM software in preparation for production
  • Assisting Forecasting specialist with concentration on short term forecasting
  • Daily Intraday foresting analysis
  • Analyzing real-time call trends and making adjustments to staffing
  • Coordinating appropriate allocation and availability of call center staff in order to achieve company goals
  • Generating intraday, daily, weekly and monthly reports
  • Communicating call-center trends with management
  • 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 Call Center and Call Center Management Staff
  • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
  • Performing other duties as assigned by management
  • Regular and predictable attendance is required


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


  • Minimum 2 year WFM Specialist experience
  • Excellent knowledge of Genesys WFM software including initial installation and set up
  • Intermediate to advances skills in Excel a must
  • Previous experience in training others in the use of WFM software
  • Working knowledge of IVR routing a plus

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.

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