Workforce Management Analyst

Job Details Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: None Job Family: Contact Center Job Qualifications: Skills: Call Center, Excel Models, Workforce Management Systems Certifications: None Experience: 2 + years of related experience US Citizenship Required: No WORKFORCE MANAGEMENT ANALYST Make 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 will 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 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 data Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments Monitor schedule and real-time agent adherence, and elevate significant variances Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning WHAT 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 role Required Experience: 2+ of office experience Required Technical Skills: Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms Required Skills and Abilities: Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity; Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus; Strong analytical, problem-solving, organizational, and attention-to-detail skills; Excellent written and verbal communication skills with the ability to communicate operational findings clearly; Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment; Strong adherence to accuracy; Ability to multi-task Location: Hybrid GDIT 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 opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Flexibility: Full-flex work week to own your priorities at work and at home Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. Salary The 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. Work Hours & Travel Scheduled Weekly Hours: 40 Travel Required: None Telecommuting Options: Hybrid Work Location: USA NY Albany Additional Work Locations: Total Rewards at GDIT 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. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world. Privacy Policy For more information about GDIT's Privacy Policy, click here: Privacy Policy | GDIT #J-18808-Ljbffr General Dynamics Information Technology, Inc.