Program Analyst

Socket.dev; Town of Colonie (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

GDIT is seeking a Program Analyst to oversee complex programs for the New York State Department of Health's Medicaid Management Information System program. You will support the eMedNY Provider Services Call Center, workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center.

This role is based at our office at Corporate Woods in Albany, NY. Responsibilities include forecasting call volume, staffing analysis, monitoring queues, and

Qualifications

• 2+ years of related experience.

Responsibilities

• Support interval-level call volume forecasting and staffing analysis using historical call patterns, 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 staffing, queue, or service-level risks
• Analyze forecasted call volume, staffing, and performance trends to actual results and identify schedule or resource adjustments
• Monitor schedule and real-time agent adherence, and elevate significant variances
• Utilize WFM, ACD, call recording, and reporting systems to research trends

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 elevate significant variances
• Utilize WFM, ACD, call recording, and reporting systems to research trends