Workforce Management Analyst

General Dynamics Information Technology•Albany, NY

3d•$57,800 - $78,200•Hybrid

About The Position

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Workforce Management Analyst for a career where your growth is just as important as the mission you support. As a Workforce Management Analyst, the work you’ll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience. This role is based at our office at Corporate Woods in Albany, NY.

Requirements

2 + years of related experience
2+ of office experience
Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity
Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus
Strong analytical, problem-solving, organizational, and attention-to-detail skills
Excellent written and verbal communication skills with the ability to communicate operational findings clearly
Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment
Strong adherence to accuracy
Ability to multi-task

Nice To Haves

BA/BS
NICE, Verint, Calabrio (Verint) or similar WFM platforms
familiarity with Erlang-based staffing concepts is a plus

Responsibilities

Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational data
Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks
Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments
Monitor schedule and real-time agent adherence, and escalate significant variances
Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis
Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics
Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning

Benefits

Comprehensive benefits and wellness packages
401K with company match
competitive pay
paid time off
variety of medical plan options, some with Health Savings Accounts
dental plan options
a vision plan
a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full-flex work weeks
variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
short and long-term disability benefits
life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available