Workforce Management Specialist Call Center

Location
Sandy, UT
Posted
Jan 12, 2017
Closes
Mar 24, 2017
Hours
Full Time
General Dynamics Information Technology is looking for an Workforce Management Specialist for our United States Census Bureau (USCB)   Census Questionnaire Assistance (CQA) contact center site.

 

The WFM Specialist will be a member of a Census WFO site 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 at a site level. The WFM Specialist will also be expected to support ad-hoc projects as required.

 

JOB RESPONSIBILITIES:

Planning of- and scheduling- CSR off-phone events at the site levelTracking CSR schedule adherence in real timeUpdating schedules with up-to-date informationAssisting 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 AgentsAble to work within a team and with internal and external clients to gather and understand requirements performing other duties as assigned by managementRegular and predictable attendance is required Education Requires a High School Diploma or GED.

Qualifications
  • 0-2 years of related contact center customer service, finance or business analysis experience.
  • Knowledge of Genesys, Aspect E-WFM, or IEX a plusIntermediate Excel skills
 

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.

 

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