Workforce Management Real-Time Analyst

Req ID: RQ186151

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other Required: None

Job Family: Workforce Management

Skills:

Call Center,Communication,Real Time Analytics,Workforce Management (WFM),Workforce Management Systems

Experience:

6 years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a WFM Real-Time Analyst joining our team to support Contact Center activities.

At GDIT, people are our differentiator. As a WFM Real-Time Analyst supporting Contact Centers, you will be trusted to monitor call volume and staffing levels in real time.

In this role, a typical day will include:

Monitoring call volume and staffing levels in real time

Identifying issues and anomalies with agent performance, WFM Software and ACD Systems

Adjusting staffing levels as needed to ensure that customer service needs are met

Distributing WFM intraday reports

Providing recommendations for any real-time changes

Communicating with the WFM team and managers to ensure that everyone is aware of the current staffing levels and changes that have been made

Providing support to the WFM team

Performing additional duties as required

REQUIRED QUALIFICATIONS:

Bachelors degree in a related field or equivalent years of experience

2 or more years of experience in workforce management or a related field in a contact center environment

Ability to obtain and maintain a Secret level clearance

Experience with workforce management principles and practices

Experience with data analysis tools and techniques

Residency Requirement for Louisiana and Texas applicants

PREFERRED QUALIFICATIONS:

Bachelor’s degree in business administration, economics, or a related field or equivalent experience

2 years of experience in workforce management or related field

Ability to obtain and maintain a Secret level clearance

Moderate Excel skills

Excellent analytical skills

Experience with workforce management software (scheduling, performance tracking, reporting). IEX, NICE CXOne, inContact, Avaya Workforce Platform preferred

Strong problem-solving skills

Excellent communication skills

Attention to detail

Ability to work independently and as part of a team

WORK ENVIRONMENT:

Potential Shift- Monday-Friday 1:00pm-10:00pm EST

Hybrid- In office 2 days per month

WHAT GDIT CAN OFFER YOU:

401K with company match

Customizable health benefits packages

Collaborative teams of highly motivated critical thinkers and innovators

Internal mobility team dedicated to helping you own your career

Rewards program for high-performing employees

GDIT CAREERS

Opportunity Owned

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The likely salary range for this position is $43,888 – $51,750. 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.