Workforce & Reporting Manager (Contact Center - Federal Con tract) jobs in United States
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Technology Integration Group · 10 hours ago

Workforce & Reporting Manager (Contact Center - Federal Con tract)

positionWashington, DC
timeFull-time
remoteOnsite
seniorityMid Level

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. They are seeking a Workforce & Reporting Manager to support a government‑contracted call center by overseeing forecasting, staffing, scheduling, and performance reporting.

ConsultingInformation ServicesInformation Technology

Responsibilities

Manage forecasting and staffing processes to ensure efficient, cost‑effective CSR utilization
Develop and maintain annual, weekly, and daily staffing and scheduling plans
Work closely with Program Manager and Operations Manager to determine future staffing needs and balance workload across locations
Monitor performance against targets, identify gaps, and implement corrective actions
Review workforce management tools and recommend improvements to enhance accuracy and efficiency
Conduct ongoing assessments to improve forecasting, scheduling, and staffing processes
Produce and manage required reports, including:
Daily and weekly performance reports
Monthly invoice progress reports
Quarterly work breakdown structure (WBS) reports
Annual summaries
Ad hoc and special‑request reports
Coordinate with government program officials regarding reporting requirements and status updates

Qualification

Workforce managementAnalytical skillsExcel proficiencyReporting toolsWorkforce management systemsGovernment contracts experienceBachelor's degreeCommunication skills

Required

Experience in workforce management within a call center environment
Strong analytical skills with proficiency in Excel and reporting tools
Familiarity with workforce management systems (e.g. Genesys)
Ability to interpret data, identify trends, and recommend operational improvements
Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field

Preferred

Strong communication skills and experience supporting government contracts

Company

Technology Integration Group

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TIG is a single source IT solutions provider for businesses and organizations of all sizes.
dateFounded in 1981
location
San Diego, California, USA
people-size201-500 employees
web-link
https://www.tig.com/

Funding

Current Stage
Growth Stage
Total Funding
unknown
2022-05-19Acquired

Leadership Team

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Bruce Geier
President/CEO
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Company data provided by crunchbase