Workforce and Reporting Manager (Contact Center - Federal Con tract)

Location: Remote

Workforce and 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 and Reporting Manager to support a government‑contracted call center by overseeing forecasting, staffing, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets service‑level requirements, and provides accurate operational reporting to internal leadership and government program officials.

Key Responsibilities:

• Manage forecasting and staffing processes to ensure efficient, cost‑effective 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 special‑request 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.
• Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field