Workforce Planning & Reporting Lead

Systems Integration, Inc.; Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading customer experience services provider in the Washington DC metro area is seeking a Workforce & Reporting Manager to oversee forecasting, staffing, scheduling, and performance reporting for a government-contracted call center. The role ensures efficient use of Customer Service Representatives while meeting service-level requirements. Candidates should have experience in call center workforce management and strong analytical skills, alongside a relevant Bachelor's degree. Successful applicants will support government contracts and conduct operational reporting.

Qualifications

• Experience in workforce management within a call center environment.
• Ability to interpret data and recommend operational improvements.
• Experience supporting government contracts is preferred.

Responsibilities

• Manage forecasting and staffing processes for efficient CSR utilization.
• Develop and maintain staffing and scheduling plans.
• Monitor performance against targets and implement corrective actions.
• Produce daily, weekly, and monthly performance reports.

Skills

Workforce management

Analytical skills

Excel proficiency

Strong communication skills

Education

Bachelor's degree in Business Administration or related field

Tools

Genesys

Job description

A leading customer experience services provider in the Washington DC metro area is seeking a Workforce & Reporting Manager to oversee forecasting, staffing, scheduling, and performance reporting for a government-contracted call center. The role ensures efficient use of Customer Service Representatives while meeting service-level requirements. Candidates should have experience in call center workforce management and strong analytical skills, alongside a relevant Bachelor's degree. Successful applicants will support government contracts and conduct operational reporting.