Job ID: 214968
Location: BROOMFIELD, CO, United States
Date Posted: Apr 15, 2021
Category: Information Technology
Subcategory: Metrics and Data
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: Yes
Benefits: Click here
SAIC is looking for a Workforce Delivery Manager in Broomfield, CO. This position has the potential to be worked remotely, nationwide. This person will be a leader within the SAIC Managed Services organization.
The primary focus for this position is overseeing a workforce management function with a centralized command center team. This leader will manage activities required to sustain a productive, cost-effective, and engaged workforce. In addition, the Workforce Delivery Manager will manage a command center function to develop and distribute all operational reporting needs for both program and technical support teams. The role is a blend of customer support operations and workforce management administration, but will also require cross-functional collaboration with the senior management of both Business Enablement and Infrastructure. The position is required to manage all customer contact channels, including phone, email, chat, social, and new and emerging technologies. This team will manage both Program and internal support functions, with approximately 800 agents across multiple locations and an increasing amount of remote work. The unique aspect of this role is that he/she is also responsible for expanding and influencing the Service Desk Agent experience. An effective workforce management strategy should promote and influence overall employee engagement and satisfaction while at the same time, accountability. He/she will work closely with Managed Services leadership on the hiring, performance management, and employee experience to reduce turnover.
Tasks: Develop a holistic Customer Experience Workforce Management strategy for the operation: Oversee capacity planning, forecasting, and scheduling. Advances strategic workforce planning capabilities, methodologies, and tactics to enable scalability and support the efficient and cost-effective delivery. Develops omni-channel forecasting and planning capabilities working with resources on multiple programs. Identifies, analyzes, remediates, and/or modifies operational process changes, excess capacity, defects in workforce models and forecasts. Oversees workforce management reporting and analysis. Identifies and implements technology and other tools to improve workforce planning and workforce management. Identify and develop User Experience KPIs that drive business outcomes: Recommends, develops, and implements metrics and other measurements for workforce productivity, ROI, schedule efficiency, etc. to improve business results. Provides strategic thought leadership and drives continuous improvement through reporting and analytics. Acts as a senior leader of the Managed Services team and works daily to advance our objectives and business requirements.
Education and Experience: Bachelors and fifteen (15) years or more of related experience; Masters and thirteen (13) years or more experience; PhD or JD and four (4) years or more experience.
Requirements: 10 years management experience within operations and service desk, with a focus on workforce management. Demand planning, forecasting, and capacity planning for projects, multi-site and work from home models. Experience in designing systems and processes that benefits the employee experience and that reduces turnover and drives employee engagement. Technology experience with industry leading workforce management, contact center platforms, projects and reporting technology tools (Nice, Genesys, Cisco, InContact, Tableau, data warehouse tools, Business Intelligence, etc.). Must be proficient in Microsoft Office applications, and ideally, most modern SaaS solutions and applications.
SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.