Workforce Management Analyst

Workforce Management AnalystMake meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Workforce Management Analyst for a career where your growth is just as important as the mission you support. Meaningful work and personal impact.As a Workforce Management Analyst, the work you'll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience. This role is based at our office at Corporate Woods in Albany, NY.Responsibilities will include, but not limited to:Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational dataMonitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risksAnalyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustmentsMonitor schedule and real-time agent adherence, and escalate significant variancesUtilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysisPrepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metricsMaintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planningWhat you'll need to succeed:Education: BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support roleRequired Experience: 2+ of office experienceRequired Technical Skills: Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tablesPreferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platformsRequired Skills and Abilities:Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activityBasic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plusStrong analytical, problem-solving, organizational, and attention-to-detail skillsExcellent written and verbal communication skills with the ability to communicate operational findings clearlyAbility to multi-task and prioritize changing operational needs in a fast-paced call center environmentStrong adherence to accuracyAbility to multi-taskLocation: HybridGDIT is your place At GDIT, the mission is our purpose, and our people are at the center of everything we do.Growth: AI-powered career tool that identifies career steps and learning opportunitiesSupport: An internal mobility team focused on helping you achieve your career goalsRewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time offFlexibility: Full-flex work week to own your priorities at work and at homeCommunity: Award-winning culture of innovation and a military-friendly workplaceThe likely salary range for this position is $57,800 - $78,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Scheduled Weekly Hours: 40Travel Required: NoneTelecommuting Options: HybridWork Location: USA NY AlbanyAdditional Work Locations:Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.Our Identity Verification Process:As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.About Our Work:We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.