Senior Optimization Manager

Location
Arizona, Phoenix, USA
Posted
Sep 01, 2017
Closes
Oct 06, 2017
Ref
2017-29696
Contact
General Dynamics
Function
Management
Hours
Full Time

Are you looking for an exciting new role with a well-established company? Do you have experience working in optimization or capacity planning for large call centers? If so, General Dynamics Information Technology is looking for a new Senior Optimization Manager to join our team. This candidate can be seated in a number of different cities across the country and there will be opportunities to work remotely as well. The Sr. manager is responsible for the successful completion of all tasks in assigned program area including technical work, staff supervision, financial and business development activities.

  • Manages and is responsible for the successful completion of all capacity planning for national call centers for GDIT
  • Ensure attainment of key WFM metrics, including service level, occupancy, utilization, forecast accuracy, schedule efficiency and adherence
  • Coordinate and maintain scheduling, forecasting, and real-time call flow for multi-lingual, multi-skill, multi-channel customer service environment in strategically located contact centers
  • Increase the efficiency of the contact centers through the creation of effective scheduling practices which balance business and employee needs
  • Manage intraday performance results by providing feedback, input and reporting to business partners to ensure service level and utilization goals are met
  • Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks
  • Develops and maintains scheduling processes & resource planning
  • Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
  • Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
  • Performs business development activities, including the preparation and review of technical and cost proposals
  • Performs program financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
  • Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
  • Develops, reviews, and approves plans, schedules, consulting agreements and other program documents
  • Prepares and provides various reports and technical reviews to senior management as requested
  • Ensures compliance with relevant corporate and government policies and standards
  • Participates in special projects as required
  • Some travel will be required in order to work with teams at other locations

  • Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience
  • Professional certification (PMP) preferred

  • Experience with Interactive Decisions (formerly known as Centerbridge) is preferred
  • Experience with WFM systems (Aspect is preferred)
  • 10+ years of related program management experience preferred
  • Effective management and leadership skills
  • Ability to manage multiple programs and projects simultaneously
  • Effective business development skills including proposal development and preparation
  • Effective communication skills
  • Detailed knowledge of relevant government regulations and standards


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