Workforce Management Analyst

Jacksonville, FL
Mar 13, 2017
Apr 11, 2017
Analyst, Management
Full Time
General Dynamics Information Technology is looking for an experienced Workforce Management Analyst to support a command center being established in Jacksonville, FL. As the Workforce Management Analyst you will team with our client’s WFM team to analyze and report on intraday, daily, weekly, and monthly staffing levels as well as staffing constraints such as absenteeism, attrition, contact volume trends, and other critical inputs to operational success. You will perform service level risk assessments and provide both mitigation strategies to program management and use analysis techniques to predict service levels.  You will be responsible for short- and long- term staffing functions such as creating new hire and shift selection schedules. The Workforce Management Analyst will also be responsible for designing and executing exception protocols to insure productivity. This position will also be expected to interact daily with our client, support ad-hoc projects as required and guide client resources toward WFM best practices. 


Job Responsibilities:

  • Partner and interact with the client workforce management team on a daily basis. 
  • Develop strong working relationships with the client’s workforce management team and provide guidance on industry standard workforce management best practices. 
  • Conceptualize, design, develop, implement and maintain standard operating procedures for productivity and performance improvements against the client’s key performance indicators. 
  • Produce WFM reports according to deadlines ' attendance, absence, adherence, intraday and ad hoc reports.
  • Supervises the daily activities of the client’s workforce management processes and procedures. 
  • Help the client’s workforce management team understand how to monitor call volume and staffing data. 
  • Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
  • Maintain the Workforce Management Systems with daily exceptions.
  • Ensure the accuracy and timeliness of data by working time-off, schedule change and other requests types.
  • Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
  • Compile historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
  • 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.
  • Communicate with management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling

  • Bachelor's Degree Required 
  • 3-5 years of related experience in call center workforce management and/or customer service
  • Experience with Genesys WFM strongly preferred

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. Headquartered in Fairfax, Va., with major offices 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.