Production Planner

Location
Sandy, UT
Posted
Jun 19, 2017
Closes
Jun 22, 2017
Function
IT
Hours
Full Time
The Strategic Workforce Planning, Production (SWP) Specialist reports directly to the Strategic Workforce Planning Team Lead. They will work closely with other member of the SWP and Operations team to insure service levels and maximum efficiencies are met at all CMS sites. The monitoring of call queues will be top priority. The SWP Specialist will work with Avaya Call Management System (CMS) and Real-Time Adherence to coordinate and allocate calls between all sites. Responsibilities include following defined process to ensure service levels are met and working closely with Scheduling/Forecasting Analyst to capture and enter date into Aspect. Continuous monitoring of CSR's and work flow will be crucial to profitability, efficiency and success of the project.

 

JOB RESPONSIBILITIES:    
• Manage and monitor call volume and staffing data    
• Analyze and interpret the information and financial efficiency measurements (to be done continuously throughout the day)
• Produce SWP reports according to deadlines attendance, absence, intraday and ad hoc reports-
• Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
• Maintains and updates the workforce management systems with daily exceptions
• Ensure the accuracy and timeliness of data by working: time-off, schedule change, and other request types.
• Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
• Analyze 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.
• Regular and predictable attendance is required.    
• Other duties as assigned.

 

Shift Time: M-F or Tue-Sat, 10:30am-7:00pm MST

 

   Education 1. Requires a High School Diploma or GED.

 2. Associates Degree preferred.

Qualifications 1-3 years of related experience supporting manufacturing, assembly or construction planning.

  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.