Collects metrics on the workforce and workload. Analyzes data to determine trends and formulates plans to further the operational goals of the business. Uses data collected about individuals, teams and workloads to determine staffing needs by skill set at specific points in the work cycle, as well as support activities for lower activity business periods.
+ Analyzes data to determine workload trends and formulates plans to further the program's operational needs. Provides data and analysis in support of program evaluation tasks.
+ Uses data collected about individuals, teams, and workloads to determine staffing needs by skill set at specific points in the work cycle, as well as support activities for lower activity operational periods.
+ Ensures appropriate response to service level variations by working with client and operations management to match staff to demand and/or reallocate task/work/call volumes.
+ Analyzes schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and makes continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to ensure both service levels and program goals are met.
+ Collaborates with management to identify opportunities to further optimize staff supply versus contact volume demand.
+ Proposes and develops recommendations or solutions to enhance efficiency as business needs change.
+ Prepares operations and procedures manuals to assist management in operating more efficiently and effectively.
+ Provides instructions to managers, supervisors and agents in the use of new forms or procedures.
**Minimum Qualifications**
+ Bachelor's degree or equivalent experience
+ 2-5 years of experience in workforce analysis applications
**Other Job Specific Skills**
+ Strong interpersonal, verbal and written communication skills and ability to talk on the phone with ease and confidence
+ Proficient in MS Office applications. Advanced Microsoft Excel skills, including creation and usage of charts, graphs, and pivot table reports
+ Prior experience using Alvaria (formerly Aspect) or similar system for workforce management software for contract volume forecasting, time off management, schedule re-optimization, schedule adherence tracking and real time queue management
+ Knowledge of administrative and clerical procedures and systems such as word processing, ATS, managing files and records, designing forms, and other office procedures and terminology
+ Ability to establish and maintain interpersonal relationships and work well as part of a team
+ Experience supporting DoD and/or federal government contracts/programs
+ Experience supporting large call center operations
+ Ability to effectively build positive work partnerships with geographically dispersed multiple staff levels.
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
57100 - 70000
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.