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Sr. Operations Manager- Disaster Recovery

Expired Job

Csra Inc. Falls Church , VA 22040

Posted 2 months ago

Primary Location

Falls Church , VA

United States

Job Requisition

RQ26499

Category

Customer Support

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The CSRA Disaster Assistance Center Program is seeking a Sr. Operations Manager.

This role functions as a member of the Operations Team to providing operational support and report writing services in a multi-platform environment for the contact center.. Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow.

May recommend operational improvements. Essential Functions: Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems.

Presents trend reports to management to assist in organizational development. Designs and utilizes survey/reports to monitor and assess service center performance. Develops and maintains user profiles/I.D.s. for the customer service representatives Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Contact Center.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Post date: September 19, 2018

Location

  • Thoroughfare (i.e. Street address):

Falls Church , VA

United States

Location

  • Thoroughfare (i.e. Street address):

Sr. Operations Manager- Disaster Recovery

CSRA

September 19, 2018

The CSRA Disaster Assistance Center Program is seeking a Sr. Operations Manager.

This role functions as a member of the Operations Team to providing operational support and report writing services in a multi-platform environment for the contact center.. Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow.

May recommend operational improvements. Essential Functions: Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems.

Presents trend reports to management to assist in organizational development. Designs and utilizes survey/reports to monitor and assess service center performance. Develops and maintains user profiles/I.D.s. for the customer service representatives Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Contact Center.

Falls Church , VA

United States



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Sr. Operations Manager- Disaster Recovery

Expired Job

Csra Inc.