Workforce Management (WFM) Forecaster/ Scheduler - Military veterans preferred
2018-11-02 General Dynamics Information Technology (www.gdit.com)
Washington District of Columbia United States
Serves as a lead advisory resource and assists the Forecasting and Planning Manager with the development and execution of strategic operations forecast and scheduling plans for the command center. Responsible for partnering with teh vendors as well as the Training and Operations teams to execute hiring plans and monitor attrition trends and risks. Accountable for identifying, analyzing, and reporting service deviations using multiple data sources to improve performance results. This position is also responsible for evaluating options for supporting new functions/changes to current processes that impact staffing, and prepare other analysis for various levels of leadership.
Advise and lead the business in determining hiring needs based on forecasted assumptions.
Provide proactive, solutions-oriented support for the Command Center customer and WFM team.
Maintains regular communication, contact and coaching with members of the department through weekly staffing meetings and ad hoc discussions.
Provides support to the Forecast and Planning Manager in advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key performance indicators (cost per activity, service level, occupancy).
Responsible for effectively measuring and improvement of the scheduling system and prediction of staffing requirements.
Performing daily/weekly/monthly reporting and statistical analysis as is required to facilitate timely and accurate staffing and scheduling.
Ensures client\customer goals are met by analyzing work volume variances to forecast and provide direction to adjust accordingly.
Constantly assess system-wide and individual department performance and productivity to confirm business objectives are being met and uncover opportunities for improvement.
Supervises the day-to-day workflow of subordinate WFM staff
Assigns employees tasks to maximize productivity, minimize costs, and maintain quality
Assist in the implementation and setup of WFM software in preparation for production
Assisting Forecasting specialist with concentration on short and long term forecasting
Responsible for providing daily Intraday foresting analysis
Analyzing real-time trends and making recommendations for adjustments to staffing
Supports activities to meet client and organization work objectives and support the Forecast and Planning Manager to coordinate activities, negotiate tasks, and solve problems and communicate trends.
Creating and maintaining reports from software and other sources
Recommending and takes part in establishing and modifying procedural and operational guideline changes to improve communications and operational efficiency
Making necessary adjustments to workforce management software to appropriately track the productivity
Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits.
Supports business development activities, including the preparation and review of technical and cost proposals.
Prepares and provides various reports and technical reviews to senior management as requested.
Ensures compliance with relevant corporate and government policies and standards.
Participates in special projects as required.
2-5 years of related experience, including supervisory experience.
Minimum of 2 years working in workforce management
Knowledge of routing strategies
Effective communication skills.
Detailed knowledge of relevant government regulations and standards.
Familiarity with Amazon connect, salesforce and Top Box preferred or similar applications
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.
Bachelors Degree in a related technical discipline, or the equivalent combination of education, technical training or work experience.