National Travel Expectations: Low. Most work will be done in the Greenbelt, MD office.

Key Activities

• Provide support to the DRIS central workforce management operational team. Duties to include:
• Forecasting and staffing analysis using a developed capacity model for both inbound and outbound census follow up calls
• Assist in developing methods, procedures and reporting for workforce operational functions
• Assist in WFM training and deployment of outsourced call centers and WFM site analysts
• Create, maintain and administer schedules for outsourced call center agents throughout  8 sites nationally
• Monitor call center agents using the Aspect eWFM scheduling software and Cisco ACD system daily
• Interact and support all call center sites with workforce management issues

Skill Requirements for Role:

• 2- 3 yrs forecasting inbound and outbound volume within  a contact center environment
• 2-3 yrs developing and maintaining schedules using workforce management software (i.e. Aspect eWFM, IEX, Blue Pumpkin)
• Strong analytical skills with strong attention to statistical detail
• Monitoring agents and sites within a Command Center environment.
• Strong interpersonal skills in working within team environments and  overseeing vendors
• Preferred experience/ background/skills
• Aspect eWFM software application
• Cisco ACD system
• Dialer systems (i.e.Cisco, Avaya, Melita)