Call Center Optimization Analyst

Responsibilities for this Position Location: USA NM Home Office (NMHOME)
Full Part/Time: Full time
Job Req: RQ172643 Type of Requisition:
Regular Clearance Level Must Currently Possess:
None Clearance Level Must Be Able to Obtain:
None Suitability: Public Trust/Other Required: Job Family:
Functional Experts Job Qualifications: Skills:
Analytical Thinking, Forecasting, Performance Measurement, Scheduling
Certifications: Experience:
2 + years of related experience
US Citizenship Required:
No Job Description:
Seize your opportunity to make a personal impact as a Functional Analyst supporting BCRC. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a Functional Analyst you will help ensure today is safe and tomorrow is smarter. Our work depends on a Functional Analyst joining our team to continue to meet the expectations of our contract with CMS. The Optimization Analyst is responsible for creation of forecasts, schedules, and reports which support the center in its goal to meet call volume demands and performance goals. The analyst will also assist in administering department activities, resources, and productivity measurement with the goal of keeping staffing and service demands within departmental Service Level Goals. Additionally, the Optimization Analyst will provide reports to support business processes, decision- making, and effective management of the Call Center.
HOW A FUNCTIONAL ANALYST WILL MAKE AN IMPACT
Analyzes user needs and performs research and functional analysis on a variety of projects
Use Optimization tools (Verint, Avaya) to create accurate, effective, and efficient forecasting and scheduling for the call center staff to ensure forecasted demands are met
Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff needs/ staff scheduled/ staff available) to reduce variations to ensure performance and productivity goals are met.
Monitor intraday performance of contact center by analyzing real time staffing to identify gaps and scheduling needs to achieve daily and monthly service level standards.
Coordinate offline time for meetings and trainings; validate schedule exceptions, track, and report both adherence and compliance to required schedules.
Track unplanned events, scheduled changes and other variables that affect the ability of the center to meet service levels. Provide impact on call center operations and notify management of these variances.
Monitor shrinkage and adjust schedule to support appropriate coverage. Make recommendations for staffing needs to leadership.
Measure, report, and analyze results across operational queues and other performance metrics. Perform ad-hoc analysis/reporting and projects as needed using advanced analytical tools.
Perform other duties as assigned by management.
WHAT YOU'LL NEED TO SUCCEED Required Skills and Experience :
Bachelor Degree or equivalent work experience.
Required Experience: 2+ years of Optimization or related call center customer service experience.
Required Technical Skills: Strong analytical skills and the ability to define data requirements, gather, and validate data to make recommendations. Ability to balance and prioritize multiple projects under pressure.
Required Skills and Abilities: Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels in the organization Desired Skills and Experience:
Knowledge of Verint is a plus
GDIT IS YOUR PLACE:
Full-flex work week to own your priorities at work and at home
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
#GDITFedHealthJobs
#GDITHealth Scheduled Weekly Hours:
40 Travel Required:
Less than 10% Telecommuting Options:
Remote Work Location:
USA NM Las Cruces Additional Work Locations:
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.





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Seize your opportunity to make a personal impact as a Functional Analyst supporting BCRC. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.


At GDIT, people are our differentiator. As a Functional Analyst you will help ensure today is safe and tomorrow is smarter. Our work depends on a Functional Analyst joining our team to continue to meet the expectations of our contract with CMS. The Optimization Analyst is responsible for creation of forecasts, schedules, and reports which support the center in its goal to meet call volume demands and performance goals. The analyst will also assist in administering department activities, resources, and productivity measurement with the goal of keeping staffing and service demands within departmental Service Level Goals. Additionally, the Optimization Analyst will provide reports to support business processes, decision- making, and effective management of the Call Center.


HOW A FUNCTIONAL ANALYST WILL MAKE AN IMPACT
Analyzes user needs and performs research and functional analysis on a variety of projects
Use Optimization tools (Verint, Avaya) to create accurate, effective, and efficient forecasting and scheduling for the call center staff to ensure forecasted demands are met


Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff needs/ staff scheduled/ staff available) to reduce variations to ensure performance and productivity goals are met.


Monitor intraday performance of contact center by analyzing real time staffing to identify gaps and scheduling needs to achieve daily and monthly service level standards.
Coordinate offline time for meetings and trainings; validate schedule exceptions, track, and report both adherence and compliance to required schedules.
Track unplanned events, scheduled changes and other variables that affect the ability of the center to meet service levels. Provide impact on call center operations and notify management of these variances.
Monitor shrinkage and adjust schedule to support appropriate coverage. Make recommendations for staffing needs to leadership.


Measure, report, and analyze results across operational queues and other performance metrics. Perform ad-hoc analysis/reporting and projects as needed using advanced analytical tools.


Perform other duties as assigned by management.


WHAT YOU'LL NEED TO SUCCEED



Required Skills and Experience :


Bachelor Degree or equivalent work experience.
Required Experience: 2+ years of Optimization or related call center customer service experience.
Required Technical Skills: Strong analytical skills and the ability to define data requirements, gather, and validate data to make recommendations. Ability to balance and prioritize multiple projects under pressure.
Required Skills and Abilities: Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels in the organization



Desired Skills and Experience:


Knowledge of Verint is a plus


GDIT IS YOUR PLACE:
Full-flex work week to own your priorities at work and at home
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