GDIT

  • Regional WFO Manager

    Job Location USA-DC-Washington
    Requisition ID
    2018-48083
    # of Openings
    2
    Job Function
    Contact Center Operations
    Security Clearance Level
    None
    Full/Part Time
    Full Time
  • Job Description

    Make your mark in history and join our mission to support the 2020 Census.


    General Dynamics Information Technology is currently looking for Regional Workforce Operations Manager to join our team in Washington DC.  The program will support Customer Service Representatives who use scripted responses to answer questions from the public, entering information required to process fulfillment requests for Census forms, and collecting and entering Census data into an Internet Self Response (ISR) instrument. The information will be entered into screens on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

     

    Manages the workforce (WFO) activities of multiple call centers throughout the United States. Is responsible for a team of individuals who manage the day-to-day and overall workforce decisions for the Census contract.  Responsible for making quick business-impacting decisions to ensure call volumes are managed and business objectives are met. 

     

    JOB RESPONSIBILITIES:

    • Reports to the Sr Manager, WFO.
    • Responsible for the workforce team structure throughout multiple contact centers. Supervising direct reports and their subordinates.
    • Analyzes and uses workforce tools to manage staff directly and indirectly.
    • Responds real-time to trends and critical needs for contact center staff and call volumes.
    • Develops policies to ensure that there is proper phone coverage of contact center.
    • Providing direction and growth for staff members ensuring they have a desire to come to work and remain on the contract throughout the performance period.
    • Work with subcontractors and cross-functional teams to ensure operational goals are met.
    • Participates in special projects as required.
    • Reports critical issues to senior leadership teams to ensure timely reporting.
    • Ensures quality of project deliverables.
    • Maintains current knowledge of relevant technology.
    • Travel required.

    Education

    Bachelor's Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.

    Qualifications

    • 10-12 years of related workforce management experience.
    • Experience leading virtual teams.
    • Advanced knowledge of workforce tools and Census contract, preferred.

     

    WORKING CONDITIONS:

     

    The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

     

    Work may require some physical effort in the handling of light materials, boxes, or equipment.

     

    The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

     

    Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

     

    30-50% Travel

     

     

    For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

     

    #DICE
    #HCSDCJ

     

     

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