Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.
Job DescriptionSeize your opportunity to make a personal impact as a Workforce Management Manager supporting GDIT Technology Shared Services (TSS). GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a Workforce Management Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Workforce Management Manager joining our team to you will be trusted to manage workforce management/planning activities of a contact center, with a focus on Real-Time Analytics and Schedule Administration for our clients.
HOW A WORKFORCE MANAGEMENT MANAGER WILL MAKE AN IMPACT:
Ensure the professional development of each of our WFM Real-Time Analysts and Schedule Administrators
Willing to perform the work of the analysts to coach and lead by example
Build relationships with the operational and support leaders specifically Ops managers, supervisors, trainers, recruiters, and quality assurance
Drive real-time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling
Support the achievement of short-term forecasting and long-term capacity planning for multiple programs
Measure return on investment between utilization/occupancy and service level performance
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards
Communicates and works with staff members, management, Human Resources, Finance, and Accounting
Interacts with vendors, other agencies, and other client staff and stakeholders
Maintain running report of attendance incidents
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting
Monitor attendance and schedule adherence
Use program performance results for continuous improvement and to recommendations on improving agent efficiency
Provides analytical support for special projects
Collaborate with Operations Management on identifying opportunities to further optimize our workforce
Performs any other Workforce Management related duties as required or assigned
WHAT YOU’LL NEED TO SUCCEED:
BA/BS or equivalent years of experience; AND
5 or more years of relevant analytical experience
Ability to obtain and maintain a Secret Clearance
Experience and understanding of staffing, queues, and performance measurements
Proficiency with Excel and able to understand and manipulate complex spreadsheets
Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner
Ability to motivate and lead through tactical leadership built from strategic vision
Ability to stay up to date on Workforce Management trends and technologies
Strong ability to analyze contact trends and take appropriate action, and when needed, immediate action
WORK ENVIRONMENT:
This position will be considered hybrid in the Barbourville, KY facililty with two in office days per month
EVEN BETTER IF YOU HAVE:
2 or more years in leadership experience managing a team of analysts
Experience in Workforce Management support of contact centers and/or helpdesk environments with small to medium sized teams consisting of a few disciplines
Strong communication skills with the ability to drive and effectively communicate change
Good reasoning abilities and sound judgment
Tactful, flexible and people oriented
GDIT IS YOUR PLACE:
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays