Location: Washington DC metro areaWorkforce & Reporting ManagerSystems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking
a Workforce & 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.
