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SAIC Workforce Delivery Manager in BROOMFIELD, Colorado

Description

About the Role : The Workforce Delivery Manager is 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.

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.

Qualifications

TYPICAL 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.

Target salary range: $100,001 - $125,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 214968

SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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