Workforce Management Manager at General Dynamics Information Technology

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Workforce Management

Job Qualifications:

Skills:

Attendance Management, Leadership, Microsoft Excel Functions, Real Time Analytics, Resource Management

Certifications:

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

Seize 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 

The likely salary range for this position is $63,750 - $86,250. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Hybrid

Work Location:

USA KY Barbourville

Additional Work Locations:

Total Rewards at GDIT:

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.