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Skyepoint Decisions

MIS Resource Planning Analyst

Atlanta, GA

Overview

SkyePoint Decisions is currently seeking a highly motivated, team orientated individual to fill the role of Resource Planning Analyst to join our team on an Internal Revenue Service (IRS) program. The selected individual will be responsible for utilizing expertise in contact center management and Aspect’s Workforce Management (WFM) software application to influence efficient workforce management practices within the Enterprise.

 

The Analysts work side by side with Accounts Management (AM) business owners to understand and influence future initiatives and priorities, driving processes to help establish improvements to propel AM’s growth and enhance the taxpayer experience. Each support analyst is responsible for forecasting requirements for multiple products lines.

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Responsibilities

  • Involved in all stages of the Forecasting and Scheduling Planning processes. Support includes, but not limited to:
    • Accounts Management Resource Planning & Scheduling Data Trending
    • Enterprise Planning Forecasts
    • Site Planning Forecasts
    • IDP (Intra-Day Performance) Planning Forecasts
    • IDP Adjustment Process
    • Pre-Plan IDP Adjustments
    • Analysis
    • Reporting
    • Application / Configuration Support
    • Training Support
  • Generates and revises staffing requirements and maintains Enterprise and site configurations in WFM application, that include volume, average handle time (AHT), and consolidated requirements
  • Coordinates changes in the Enterprise required staffing demands with the needs and requests of the sites while still maintaining the established service level agreements (SLAs)
  • Generates site staffing forecasts that are divided by staff group. Generates Intraday performance forecast by Enterprise and site level that are divided by staff group
  • Provide methodology and plan for the analysis of forecast parameters from historical data
  • Supports maintenance and analysis of files used in the assessment of agent skills and certification with the IRS Contact Centers
  • Support application configuration updates in alignment with addition of or changes to product lines serviced by AM RPS
  • Provides feedback to client regarding impact of system configuration changes to processes / users
  • Assist client to resolve issue log items from WFM end users
  • Interface with client (RPS and CCSD) and vendor to address system issues with the WFM software.
  • Assist in creation and maintenance of training documentation for: Forecasting and Scheduling processes

Qualifications

  • Bachelor’s degree in a related field and 3+ years of experience
  • An additional 2 years of experience in large enterprise environments may be submitted in lieu of degree
  • Experience of contact center operations in a multi-product line, multi-site environment
  • Knowledge of Workforce Planning Practices, Data Analysis, and Strategic Planning
  • Experience with Aspect WFM, MS Office Suite: Excel, Word, PowerPoint, MS Access
  • Must be a U.S. Citizen or permanent resident for 3+ years to be eligible for the IRS MBI Clearance and be able to pass and Minimum Background Investigation (MBI)/Medium Risk Federal Agency Security Clearance

SkyePoint Decisions is a leading Cybersecurity Architecture and Engineering, Critical Infrastructure and Operations, and Applications Development and Maintenance IT service provider headquartered in Dulles, Virginia with operations across the U.S. We provide innovative enterprise-wide solutions as well as targeted services addressing the complex challenges faced by our federal government clients. Our focus is on enabling our clients to most efficiently and effectively deliver their mission – anytime, anywhere, securely. We combine technical expertise, mission awareness, and an empowered workforce to produce meaningful results.

 

SkyePoint Decisions is an established ISO 9001:2015 and ISO/IEC 27001:2013 certified small business and appraised at CMMI Level 3 (with SAM) for Services. We possess a common vision of excellence and foster a collaborative team culture built upon individual performance and accountability. We invest in our people and systems to create value for our clients. It is the SkyePoint Way. We are grateful for the opportunity to work with exceptional people and give back to the communities we serve.

 

SkyePoint Decisions is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.

Job ID: 35191992
Employment Type: Other

This job is no longer available.

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