Program Analyst

General Dynamics Information Technology (GDIT); City of Albany (NY); Hybrid; USD 64,000 - 78,000; Full time

Job summary

General Dynamics Information Technology (GDIT) in Albany, NY is seeking a Program Analyst Associate to oversee complex programs for the NYSDOH Medicaid Management Information System program. You will support the eMedNY Provider Services Call Center, transforming call volume, agent activity, and service-level data into actionable workforce information.

In this role you will assist with workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call

Qualifications

• Education: BA/BS or 2+ years in a call center, workforce management, reporting, scheduling, or analytical support role.
• Required Experience: 2+ years of office experience.
• Required Technical Skills: Word, Zoom and Excel with formulas, sorting/filtering, charts, and pivot tables.
• Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms.
• Required Skills and Abilities: Understanding of call center metrics: service level, ASA, AHT, occupancy, adherence, shrinkage, and related metrics.
• Basic understanding of forecasting, scheduling, staffing, and multi-skill queue environments; Erlang concepts a plus.
• Strong analytical, problem-solving, organizational and communication abilities.

Responsibilities

• Support interval-level call volume forecasting and staffing analysis using historical call patterns, AHT, service-level performance and related data.
• Monitor real-time queues and WFM data across multiple call center skills and identify staffing or service-level risks.
• Analyze forecasted call volume, staffing, and performance trends against actual results and adjust schedules as needed.
• Monitor schedule and real-time agent adherence; escalate significant variances.
• Utilize WFM, ACD, call recording and reporting systems to research trends and support performance analysis.
• Prepare workforce reports covering service level, ASA, AHT, abandonment, occupancy, adherence, shrinkage, and call volume.
• Maintain agent skill assignments and staffing assumptions used for forecasting, scheduling, and capacity planning.

Skills

Analytical Support

Call Center

Microsoft Excel

Workforce Management (WFM)

Education

BA/BS or 2+ years of related experience

Tools

Microsoft Word

Zoom

Excel

NICE

Verint

Calabrio (Verint)

Job description

Type of Requisition

Regular

Clearance Level Must Currently Possess

None

Clearance Level Must Be Able to Obtain

None

Public Trust/Other Required

None

Job Family

Program Delivery and Execution

Job Qualifications

• Skills: Analytical Support, Call Center, Microsoft Excel, Workforce Management (WFM)
• Certifications: None
• Experience: 2 + years of related experience
• US Citizenship Required: No

Job Description

PROGRAM ANALYST

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.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Program Analyst, 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. This role is based at our office at Corporate Woods in Albany, NY.

Responsibilities will include, but not limited to:

• 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

WHAT YOU’LL NEED TO SUCCEED

• Education: BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
• Required Experience: 2+ of office experience
• Required Technical Skills: Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
• Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms
• Required Skills and Abilities: 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
• Location: Hybrid

GDIT IS YOUR PLACE

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Flexibility: Full-flex work week to own your priorities at work and at home
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

The likely salary range for this position is $64,230 - $78,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours

40

Travel Required

None

Telecommuting Options

Hybrid

Work Location

USA NY Albany

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. 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.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc .

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans