|Date Posted||October 31, 2020|
The workforce analyst performs various functions, including overseeing all aspects of worforce optimization such as planning, creating, and communicating forecasts and schedules. The primary duties of the workforce analyst include the following:
- Serves as the primary point of contact on workforce management policies
- Serves as subject-matter expert on workforce optimization issues
- Ensure service level targets are met; maintain the right headcount, and calculate call capacity
- Responsible for reporting data management activities around employee scheduling and forecasts
- Improve processes and increase efficiency of operations by recommending necessary changes
- Undertake majority of call forecasting and agent scheduling for account staff
- Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
Active DOD Secret Clearance is required for employment.
EDUCATION AND EXPERIENCE: Bachelor’s degree (or equivalent experience) in Mathematics, Business Studies, Business Administration, or Human Resources combined with 1-3 years of call center or service desk experience.
Knowledge: To perform successfully on the Job, applicant must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. Applicant will also require the ability to summarize, visualize, and present data. It is also vital that the applicant possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. Applicant must also possess benchmarking and trending experience
Computer skills: Applicant must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks. They must also have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, work flow, and statistical data
Analytical skills: Applicant must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
Communication skills: Applicant must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
Organizational skills: Their job description requires them to establish an efficient workplace environment, therefore, it is important that they are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
Ability to handle pressure: They require the ability to work effectively in a fast-pace situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.
SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.