Senior Workforce Management Planner

Largo, MD
Aug 08, 2017
Sep 22, 2017
Full Time
Provides work force management support to assigned programs, which includes the following tasks/activities.
Planning of and scheduling off-phone events
Tracking agents in real time
Updating schedules with up to date information
Analyzing real-time call trends and making adjustments to staffing
Assisting in the coordinating and appropriate allocation and availability of call center
staff in order to achieve company goals
Generating intraday, daily, weekly and monthly reports
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


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

Qualifications 1-5 years of related experience in contact center WFM.


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. #eg#DICE