Program Analyst

Program AnalystOversee 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 ImpactAs 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 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 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-taskLocation: Hybrid