Sr. Optimization Planner - Military veterans preferred

General Dynamics Information Technology (


  full-time   employee

Winchester | Usa
United States

The Sr. Optimization Planner will analyze and report on staffing levels and staffing constraints such as absenteeism, attrition, site resource availabilities, and other critical inputs. The selected person will perform service level risk assessments and provide mitigation strategies to program management. The Optimization Sr. Planner will also be responsible for short and long term staffing functions such as creating new hire and shift selection schedules as well as other ad-hoc projects as required.


    Job Responsibilities:

  • Ability to multi-task and be flexible in a changing environment,
  • Must be able to effectively prioritize and manage multiple concurrent projects and complete high quality work.
  • Analyze historical and current trend data to assess service level, financial and metric risks.
  • Report on service level, staffing and financial risks and provide mitigation strategies to program management.
  • Produce reports such as attendance, schedule adherence, intraday performance and other ad hoc reports as needed
  • Ensure sufficient time is planned to support the business through training, individual representative development, team meetings, etc.
  • Keeps up to date with changes to industry best practices, tools, templates, and technologies and looks for opportunities to improve program performance.
  • Makes recommendations for initiating best practices, updating current tools and templates, and providing professional development opportunities to team members.
  • Develops and maintains strong relationships with other functional areas by promoting communication and assisting with improvement/cost reduction activities within the scope of SWP Optimization.
  • Participates in and may facilitate meetings and conference calls with cross-functional teams. Meetings may include the customer and its contractors.
  • Maintains an understanding of CCO scope, processes, and customer hot buttons.
  • Complies with program security requirements.
  • Adheres to ethical business standards and practices.
  • Regular and predictable attendance is required.
  • Schedule flexibility as well as overtime is required.
  • Other duties as assigned.


  • One to three years of workforce planning, project management or a related field.
  • Superior demonstrated interpersonal skills to communicate effectively and motivate others.
  • Excellent skills in organization, prioritization, time management and handling multiple tasks.
  • Successful experience delivering excellent customer service.
  • Effective written and oral communication skills.
  • Ability to work under pressure and stress while executing day-to-day operation demand.
  • High level of commitment, initiative, vision and enthusiasm.
  • Proficient in Aspect eWFM application.
  • Advanced knowledge in Microsoft Access, Excel, Powerpoint and Word. The successful candidate must pass a skill assessment with Microsoft Excel.
  • Forecasting and Scheduling experience for a large multi-skilled contact center is preferred.


The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.


Work may require some physical effort in the handling of light materials, boxes, or equipment.


The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.


Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.


General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).


For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.


  • High School diploma or equivalent required
  • Some College education is preferred