Today
Public Trust
Unspecified
Unspecified
Fairfax, VA (On-Site/Office)
Job Details
Minimum Qualifications
Other Job Specific Skills
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- Analyzes data to determine workload trends and formulates plans to further the program's operational needs. Provides data and analysis in support of program evaluation tasks.
- Uses data collected about individuals, teams, and workloads to determine staffing needs by skill set at specific points in the work cycle, as well as support activities for lower activity operational periods.
- Ensures appropriate response to service level variations by working with client and operations management to match staff to demand and/or reallocate task/work/call volumes.
- Analyzes schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and makes continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to ensure both service levels and program goals are met.
- Collaborates with management to identify opportunities to further optimize staff supply versus contact volume demand.
- Proposes and develops recommendations or solutions to enhance efficiency as business needs change.
- Prepares operations and procedures manuals to assist management in operating more efficiently and effectively.
- Provides instructions to managers, supervisors and agents in the use of new forms or procedures.
Minimum Qualifications
- US Citizen and fluent English speaker.
- Must submit to and successfully pass a DoD-initiated Tier 2 - Public Trust Background
Investigation. - Bachelor's degree and up to 3 years of workforce analysis experience (additional 4 years of
work experience may be considered in lieu of Bachelor's degree). - Solid working knowledge of standard computer software (Microsoft Office business suite to
include Outlook, Word, Excel, PowerPoint, and Project).
Other Job Specific Skills
- Strong interpersonal, verbal and written communication skills and ability to talk on the phone with ease and confidence
- Proficient in MS Office applications. Advanced Microsoft Excel skills, including creation and usage of charts, graphs, and pivot table reports
- Prior experience using Alvaria (formerly Aspect) or similar system for workforce management software for contract volume forecasting, time off management, schedule re-optimization, schedule adherence tracking and real time queue management
- Knowledge of administrative and clerical procedures and systems such as word processing, ATS, managing files and records, designing forms, and other office procedures and terminology
- Ability to establish and maintain interpersonal relationships and work well as part of a team
- Experience supporting DoD and/or federal government contracts/programs
- Experience supporting large call center operations
- Ability to effectively build positive work partnerships with geographically dispersed multiple staff levels.
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group id: 10238000
