Analysis Skills, Background Investigation, Business Administration, Call Center Evaluation, Call Center Management, Cloud Computing, Communication Skills, Corrective Action, Customer Experience, Customer Support/Service, Data Analysis, Forecasting, Genesys Solutions, Government, Government Contracts, Leadership, Management of Information Systems/Technology (MIS), Needs Assessment, Operational Improvement, Operations Management, Performance Analysis, Progress Reports, Project/Program Coordination, Staff Requirements, Statistics, System Integration (SI), Trend Analysis, Work Breakdown Structure (WBS), Workforce Management
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
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.
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Systems Integration, Inc.