SRA International, Inc., A CSRA Company Workforce Management Supervisor (ITC 1052) in Bossier City, Louisiana
Clearance Level Must Currently Possess:
No Active Clearance Required
Clearance Level Must Be Able to Obtain:
No Active Clearance Required
No Suitability Required
The Workforce Management Supervisor is responsible for the development of the WFM analysts for both contact center and help desks. He/she will ensure that contact center/help desk objectives and service levels and other performance objectives are met. The Supervisor would be tasked with managing the day to day activities of the team, will also develop tactics based on the manager’s and company’s strategies for success while maintaining a favorable work environment. The development of relationships between Workforce and Operations is a critical component to the supervisor’s success.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ensure the professional development of each of the WFM analysts.
Willing to perform the work of the analysts to lead by example.
Build relationships with the operational and support leaders specifically Ops managers, supervisors, trainers, recruiters and quality assurance.
Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.
Perform short term forecasting and long term capacity planning for multiple programs.
Measure return on investment between utilization/occupancy and service level performance.
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Maintain running report of attendance incidents.
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
Monitor attendance and schedule adherence.
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support for special projects.
Collaborate with Operations Management on identifying opportunities to further optimize our workforce.
Communicates and works with staff members, management, Human Resources, and Accounting.
Performs any other related duties as required or assigned. KNOWLEDGE, SKILLS AND ABILITIES:
Ability to drive high performance work teams, 5-7 years experience in Workforce Management, preferably in contact centers and/or helpdesk with at least 50 employees
Bachelor degree preferred, or 5 plus years relevant work experience
Experience and understanding of staffing, queues, and performance measurements
Proficiency with Excel
Strong written and verbal communication skills with the ability to drive and effectively communicate change
Good reasoning abilities and sound judgment.
Tactful, flexible and people oriented.
Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
Ability to motivate and lead through tactical leadership built from strategic vision.
Strong ability to analyze call trends and take appropriate action
Must be available to work any shift any day
Experience with Workforce Management software (scheduling, performance tracking, reporting), Verint Workforce Management or Avaya’s Workforce Optimization (WFO) is a plus
Demonstrated strong analytical skills, with emphasis on forecasting.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.Experience with Workforce Management software
# of Openings:
Scheduled Weekly Hours:
T elecommuting Options:
Telecommuting Not Allowed
USA LA Bossier City - 6300 E Texas St (LAS002)
Additional Work Locations:
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
THINK NEXT. NOW.
CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.
We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.
Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.
We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.