Senior Workforce Management Specialist

Jacksonville, FL
Feb 03, 2017
May 02, 2017
Full Time
The Senior Workforce Management Specialist will be responsible for the following duties and tasks


  1. Monitor call volume and staffing data to ensure that Customer Service Representatives are performing in accordance with established quality and performance standards.
  2. Produce WFM reports according to deadlines ' attendance, absence, adherence, intraday and ad hoc reports.
  3. Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
  4. Maintain the Workforce Management Systems with daily exceptions.
  5. Ensure the accuracy and timeliness of data by working time-off, schedule change and other requests types.
  6. Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
  7. Compile historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
  8. Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements.
  9. Communicate with management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling

Education Requires a High School Diploma or GED.

Qualifications 1. 3-5 years of related experience in call center workforce management and/or customer service

2. Customer Sevrice skills

3. Forecasting and scheduling experience is required

  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 - Minorities/Females/Protected Veterans/Individuals with Disabilities.