Program Analyst - Call Center & WFM Analytics

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

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