Workforce Management Specialist

2 weeks ago


Barbourville, Kentucky, United States General Dynamics Information Technology Full time
Job Summary

We are seeking a highly skilled Workforce Management Manager to join our team at General Dynamics Information Technology. As a Workforce Management Manager, you will play a critical role in ensuring the efficient management of our contact center operations.

Key Responsibilities
  • Develop and implement workforce management strategies to optimize contact center performance
  • Manage and analyze real-time data to inform scheduling and resource allocation decisions
  • Collaborate with operations teams to drive process improvements and enhance customer experience
  • Provide analytical support for special projects and initiatives
  • Stay up-to-date with industry trends and best practices in workforce management
Requirements
  • 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 ability 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
What We Offer
  • Competitive salary range: $63,750 - $86,250
  • 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


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