Description

The workforce analyst performs various functions, including overseeing all aspects of worforce optimization such as planning, creating, and communicating forecasts and schedules.
The primary duties of the workforce analyst include the following:
- Serves as the primary point of contact on workforce management policies
- Serves as subject-matter expert on workforce optimization issues
- Ensure service level targets are met; maintain the right headcount, and calculate call capacity
- Responsible for reporting data management activities around employee scheduling and forecasts
- Improve processes and increase efficiency of operations by recommending necessary changes
- Undertake majority of call forecasting and agent scheduling for account staff
- Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees

Qualifications

EDUCATION AND EXPERIENCE: Applicants for the workforce analyst position require a High School Diploma to Bachelorâ€™s degree (depending on the choice of the recruiter) in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1-3 years of call center or service desk experience.
Knowledge: To perform successfully on the Job, applicant must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. Applicant will also require the ability to summarize, visualize, and present data. It is also vital that the applicant possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. Applicant must also possess benchmarking and trending experience
Computer skills: Applicant must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks. They must also have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, work flow, and statistical data
Analytical skills: Applicant must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
Communication skills: Applicant must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
Organizational skills: Their job description requires them to establish an efficient workplace environment, therefore, it is important that they are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
Ability to handle pressure: They require the ability to work effectively in a fast-pace situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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