Program Analyst

Program Analyst

Oversee complex programs that drive impactful mission outcomes for our customers as a Program Analyst Associate. Here, you'll see the bigger picture on mission initiatives and where your program management career can go at GDIT.

Meaningful Work And Personal Impact

As a Program 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 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 escalate 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

General Dynamics Information Technology