Workforce & Reporting Manager
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Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Washington DC metro area
Workforce & Reporting Manager
Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking a Workforce & Reporting Manager to support a governmentcontracted call center by overseeing forecasting staffing scheduling and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs) meets servicelevel requirements and provides accurate operational reporting to internal leadership and government program officials.
Key Responsibilities:
- Manage forecasting and staffing processes to ensure efficient costeffective CSR utilization.
- Develop and maintain annual weekly and daily staffing and scheduling plans.
- Work closely with Program Manager and Operations Manager to determine future staffing needs and balance workload across locations.
- Monitor performance against targets identify gaps and implement corrective actions.
- Review workforce management tools and recommend improvements to enhance accuracy and efficiency.
- Conduct ongoing assessments to improve forecasting scheduling and staffing processes.
- Produce and manage required reports including:
- Daily and weekly performance reports
- Monthly invoice progress reports
- Quarterly work breakdown structure (WBS) reports
- Annual summaries
- Ad hoc and specialrequest reports
- Coordinate with government program officials regarding reporting requirements and status updates.
Qualifications:
- Experience in workforce management within a call center environment.
- Strong analytical skills with proficiency in Excel and reporting tools.
- Familiarity with workforce management systems (e.g. Genesys).
- Ability to interpret data identify trends and recommend operational improvements.
- Strong communication skills and experience supporting government contracts is preferred.
- Bachelors degree in Business Administration Operations Management Statistics Data Analytics or a related field
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.
Required Experience:
Manager
Key Skills
- Economics
- Access Control System
- B2C
- Drafting
- Informatica
- Events & Exhibitions
About Company
Systems Integration is a provider of turnkey contact center infrastructure solutions and IT services that helps U.S. government and businesses to elevate their customer satisfaction.
