Experience Inc. Jobs

Req ID: RQ189630

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other Required: None

Job Family: Workforce Management

Skills:

Analytical Thinking,Customer Service,People Management

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

Seize your opportunity to make a personal impact as a Workforce Management Supervisor 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 Supervisor, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Workforce Management Supervisor 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. This role will be based in Bossier City, LA.

As a Workforce Management Supervisor with GDIT you will be responsible for the daily operational oversight of a workforce management team. You will direct the work of the workforce management team to meet set service level goals. The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work closely with workforce management staff to ensure quality of data, accuracy of reporting, effectiveness of staffing and achievement of department productivity goals and service levels.

• Ensure proper monitoring and response of staffing and volume levels.

• Provide staffing projections for new, expanding, and existing services and assists in real-time monitoring and decision making.

• Participates in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods

• Provide leadership, orientation, training, coaching, and mentoring to departmental staff.

• Assist with performance evaluations and disciplinary actions.

• Communicating with management and operations team to ensure compliance with company standards

• Providing real-time monitoring and workforce management techniques to make intra-day adjustments in an effort to achieve business objectives

• Performing continual analysis of current performance and conducting real-time re-forecasting to make necessary adjustments in staffing plans to achieve business objectives for a multi-site operation

• Using accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction

• Collaborating with management on identifying opportunities to further optimize our workforce.

• Communicating and working with staff members, management and external partners.

• Performing other related duties as required or assigned

Desired Knowledge, Skills, Abilities:

As an ideal candidate for this role, YOU have:

• An ability to effectively demonstrate good communications with key stakeholders

• Strong interpersonal skills, with the ability to build rapport in a one on one and/or team setting

• An ability to maintain patience and composure in stressful situations

• An ability to convey empathy and understanding

• An ability to evaluate candidate skills, competencies, and behaviors, and experience during an interview, to assess the candidate's qualifications and likelihood of succeeding in the role

• An ability and willingness to learn new software applications

• Skills in complex problem solving, judgment, critical thinking and decision making

• An ability to be highly organized with an emphasis on accuracy and timeliness

• An ability to organize information and have attention to detail and accurately follow procedures

• An ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time

• An ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics

Required Qualifications:

• Bachelors degree (or equivalent experience) AND

• 5 or more years of related experience including 2 or more years of managing a team working with organizational functions and personnel

• Advanced Excel skills; navigating complex excel spreadsheets (graphs, pivot tables, data banks)

• Willingness and ability to obtain and maintain a Secret clearance or higher

• Availability to work any shift during hours of operation (24 hours a day, 7 days a week)

• At home office or a quiet space to work and reliable dedicated high-speed internet bandwidth

Preferred Qualifications:

• 1-2 years or more of experience in Workforce Management, preferably in contact centers with at least 50 employees

• Experience with Workforce Management software (scheduling, performance tracking, reporting). IEX, NICE, Avaya Workforce Platform, Verint, inContact preferred

• Call center management experience preferred

WHAT GDIT CAN OFFER YOU:

• Full-flex work week

• 401K with company match

• Internal mobility team dedicated to helping you own your career

• Collaborative teams of highly motivated critical thinkers and innovators

• Ability to make a real impact on the world around you

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers. Do you have a friend or colleague this posting describes? Let them know about the opportunity by clicking “Share.”

GDIT CAREERS

Opportunity Owned

The likely salary range for this position is $53,550 - $72,450. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as 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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.