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About the Role
Oversee complex programs that drive impactful mission outcomes for our customers as a Program Analyst Associate. Here, you’ll see the bigger picture on mission initiatives and where your program management career can go at GDIT. The work you’ll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience.
Responsibilities
- Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational data
- Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks
- Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments
- Monitor schedule and real-time agent adherence, and escalate significant variances
- Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis
- Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics
- Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning
Requirements
- BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
- 2+ of office experience
- Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
- Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity
- Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus
- Strong analytical, problem-solving, organizational, and attention-to-detail skills
- Excellent written and verbal communication skills with the ability to communicate operational findings clearly
- Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment
- Strong adherence to accuracy
- Ability to multi-task
Skills
- Analytical Support
- Call Center
- Microsoft Excel
- Workforce Management (WFM)
- Microsoft Word
- Zoom
- NICE
- Verint
- Calabrio
Location
- Albany, NY
Work Type
- Hybrid
- Full-time
Experience Level
- 2+ years of related experience
Education Level
- BA/BS
Salary/Compensations
- $64,230 - $78,200
Benefits
- Medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan with company match
- Full flex work weeks
- Vacation time
- Sick time
- Personal time
- Holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Short-term disability benefits
- Long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
About the Company
- GDIT is a global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community.
- Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation.
- We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Equal Opportunity
- Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans