Operations Analyst

USA, Coralville, Iowa
Oct 09, 2017
Nov 13, 2017
General Dynamics
IT, Analyst
Career Level
Entry Level
Full Time

General Dynamics IT is currently looking for an Operations Analyst to join our team in Coralville, IA. This position will split time serving as a Call Center Operations Representative, Quality/ Training Coach, Process Improvement Analyst and Acting Training Assistant. Reports to the Iowa Site Manager and takes direction from the Program Training Manager and Quality Manager. This person must have experience working with DMCS and support program goals and initiatives for performance improvement, innovation and efficient organizational processes by identifying performance gaps, causes of the performance gaps and by providing suggested solutions to the operations team.


Monitor the daily and month-to-date metrics and identify at least daily the work items and assign the work tasks to staff to ensure contractual requirements are met

  • Administer user credentials for program tools by adding, deleting or modifying user permissions to program systems
  • Administer and maintain the set-up of program tools (PCs, Monitors, Headsets, workstations)
  • Run, update, and monitor production volume reports. Provide data as it becomes available to Manager, Workforce Management Analyst (WFM) and Call Center Supervisor (CCS). WFM and CCS will use data to make work assignments and adjustments
  • Work with resources across the program (internal to the company and subcontractors) regarding issues impacting the program, site and/or employees to determine level of severity and determine escalation
  • Ops Rep will facilitate regular meetings with Manager and CCS to ensure that steps are taken across sites to meet contractual obligations and metrics are met
  • Support management setting performance expectations. Collaborate with CCS to determine how to track and report performance data on a scorecard for each employee and share data with teams and across sites
  • Assess the learning abilities of the work group and then collaborate with training manager on creation of training materials and the delivery of new hiring training and training updates
  • Work with business partners to gather requirements for Change Requests
  • Create and present reports to management that reflect data from across sites
  • Assist management across sites with strategies to improve operations and processes
  • Adhere to the Privacy Act as it relates to the confidentiality of information and protect personal identity information
  • Work with program team to develop and understand departmental standard operating procedures
  • Maintain current knowledge of corporate policies and procedures and practice and enforce at all times
  • Practice company Core Values and act as a role model
  • Act as back-up to the call center manager and be a leader for the call center supervisors
  • Must have full knowledge of supervisor responsibilities
  • Understand job descriptions so effective interviews and recommendations for hiring department staff can be made
  • Ops Rep and CCS will address all employee questions about performance, benefits, GDIT policies and general information in a timely and courteous manner
  • Ops Rep will provide CCS feedback on subordinate's performance. CCS will use feedback as a learning tool and an opportunity to coach subordinates to their peak performance
  • Work with manager and HR regarding employee performance, behavior, or attendance issues and use the defined steps for progressive discipline when deemed necessary
  • Understand the components of performance evaluations so data components are tracked throughout the year. Coordinate with CCS the writing, review, and delivery of annual employee performance reviews
  • Employee spends a portion of their time developing or executing management policies and/or business operations of substantial importance to the company or its customers
  • Researches, identifies, and makes recommendations about resources required for task execution and completion that will likely have a financial impact on the business unit
  • Will support the training leads deliver training utilizing online (virtual classroom) delivery method.
  • As needed will assist to create and distribute daily written communication to trainees and lead staff regarding processes, plans and progress during nesting.
  • Support the delivery of training content with the following goals in mind: deliver complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of information and provide required job aids to gain full program knowledge
  • Coordinate and administer practical examinations for new hire training classes to include tracking and documenting results and feedback provided
  • Provide recommendations for graduation and/or termination from new hire training
  • Planning and coordinating internal training logistics and activities
  • Track virtual classroom activities in the department Learning Management System
  • Ensures that all necessary documentation is completed
  • Other items may include, but are not limited to, obtaining security clearances for new staff, securing training space if needed, classroom setup, working as liaison for training room computer equipment in addition to IDs, ordering supplies, making copies, securing training resources, and collection and entry of data
  • Assists in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and the end users
  • Maintain records of attendance, test results, performance issues in the classroom and in nesting, quality monitor scores and feedback in nesting. Make recommendations as appropriate.
  • Administer UpTraining sessions as needed.
  • Communicate training class progress to Lead Training Specialist as appropriate
  • Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid
  • Will work with the operations staff in evaluating, planning, and implementing improvements in business processes and practices which can include team building and group facilitation, compiling and tracking data, and preparing training materials
  • Analyzes and measures the effectiveness of existing call center processes and develops sustainable, repeatable and quantifiable process improvements.
  • Collects and analyzes call center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increases productivity and reduce cost.
  • Monitors resource requirements, call volume, quality and efficiency of customer contact center operations.
  • Collaborates with training resources to provide training on improved processes.
  • Focus on overall Quality Control for project. Maintain a level of expertise regarding business processes and have a thorough understanding of the Training program and Quality Call Monitoring guidelines
  • Actively strive to develop strong working relationships with all contact center personnel
  • Perform other duties as assigned, leading activities to ensure smooth operations of the training process
  • May be required to work hours outside of 8am to 5pm local time to meet training needs
  • Occasional travel to other GDIT sites may be required
  • May be required to work some GDIT / Federal Holidays

  • Bachelor's degree or appropriate combination of education and 2-5 years customer service, leadership, and training experience required

  • One (1) year of progressively responsible production/call center experience preferred
  • Three years of progressively responsible production experience required
  • Experience working in customer service environment required
  • Excellent communication (both verbal and written) skills required
  • Strong proofreading skills required
  • Proven ability to direct and lead teams to successfully meet or exceed goals
  • Attention to detail and contract specifics required
  • Experience with account set-up and maintenance preferred
  • Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired.
  • High level of initiative and enthusiasm about training and employee development
  • Demonstrated abilities in leadership and communications preferred
  • Experience with student financial aid programs/web site support required
  • Professional demeanor and attitude
  • Project management, leadership, problem solving and organizational skills desired
  • Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
  • Experience providing constructive coaching and feedback in a training environment
  • Ability to successfully lead and direct activities of others required
  • Creative problem-solving abilities desired
  • Facilitation, presentation and public speaking skills
  • Flexibility of work schedule
  • Adapts well to frequent change
  • Ability to effectively prioritize and complete multiple tasks
  • Ability to work collaboratively with a training team
  • Ability to work independently
  • PC Proficiency, especially MS products (Word, Excel, Project, PowerPoint, & Access)
  • English / Spanish bilingual skills desirable, but not necessary
  • DMCS project employees may not have a Federal Student loan appearing on the NSLDS database with an unresolved default status reported.This will be checked initially and periodically thereafter.Individuals with an unresolved default status reported will not be permitted to continue performing their assigned tasks.
  • Security clearance required

Working Conditions:

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

Work may require some physical effort in the handling of light materials, boxes, or equipment. The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

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.