Program Analyst: Workforce Analytics & Call Center Ops

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

Job summary

General Dynamics Information Technology is seeking a Program Analyst Associate to support the NYSDOH Medicaid Management Information System program. Based in Albany, NY, the role focuses on workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled call center.

You will transform call volume and agent activity data into actionable workforce insights, support contractual performance, and improve customer experience. Hybrid work arrangement expected.

Qualifications

• BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
• Required Experience: 2+ years of office experience
• 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
• Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity

Responsibilities

• 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 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, 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

Skills

Analytical Support

Call Center

Microsoft Excel

Workforce Management (WFM)

Education

BA/BS or 2+ years in related field

Tools

Microsoft Word

Job description

General Dynamics Information Technology is seeking a Program Analyst Associate to support the NYSDOH Medicaid Management Information System program. Based in Albany, NY, the role focuses on workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled call center.

You will transform call volume and agent activity data into actionable workforce insights, support contractual performance, and improve customer experience. Hybrid work arrangement expected.