GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Workforce Management & Staffing Lead joining our team to support our State Department customer in the Washington DC Capitol Region.
As a Workforce Management & Staffing lead, you will work to improve program staff (workforce) effectiveness by planning, scheduling, budgeting, forecasting, and managing program staffing. You will also implement and optimize the usage of workforce management tools within an IT operations environment.
Workforce management & staffing lead duties:
Plans, coordinates, forecasts, schedules and manages all workforce and staffing tasks and initiatives.
Provides ongoing operational analysis of call center and IT support operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators.
Develops labor schedules to meet program and operational workloads and service levels.
Utilizes specialized software tools to manage and forecast staffing levels for multiple support operations.
Works with the leadership team to deliver analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
Works with senior management to accurately forecast workloads, staffing needs, call volumes, analyze historical work volumes; project budgetary expenses, determine future costing and assist with training and new hire numbers.
Analyzes operational and program support performance history to determine needed staffing levels.
Works independently managing multiple requirements with little guidance.
Identifies what resources are required to implement program tasks and projects.
Effectively use project plans to focus work and ensure deadlines are met.
Monitors tools real time to maintain service level data.
Evaluates workload trends and recommends improvements and innovations to improve staffing management.
Works with management to ensure agent adherence and/or conformance to schedules.
Accurately inputs schedule changes received through the call out line or exception reporting.
Prepares Time Utilization, Adherence/Conformance, and weekly scheduling reports.
Updates any daily schedule exception.
Responsible for monitoring and reporting employee hours in payroll system.
Designs/creates various databases for staffing and analysis.
Creates reports and makes recommendations utilized by leadership for staffing/productivity measurements.
Assists in creating schedules/scheduling scenarios utilizing workforce management technology.
Interacts with various levels of management to provide decision support and complete various scheduling-related projects with minimal supervision.
Responsible for daily, weekly and monthly workforce and staffing reports
Other duties as assigned.
Knowledge of IT support and operations, service desk workforce management and staffing best practices.
Ability to create well organized, accurate, and concise material and work documentation for organizational use.
Strong knowledge of Microsoft applications including Outlook, Word, PowerPoint, Excel, and Access with the ability to create and maintain data bases and the ability to use them to present to both internal and external contacts.
Strong knowledge of work force management tools and the ability to maintain them.
Ability to work as part of a team.
Ability to work independently.
Ability to work in a fast-paced environment with changing priorities.
Demonstrated organizational skills.
Ability to multi-task.
Experience and Education:
5+ years prior experience supporting workforce management and staffing tasks in a fast-paced IT operational environment.
Significant workforce management and staffing experience
This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
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.