Program Analyst

General Dynamics
United States
Workplace: HybridFull timeUSD 64,230 - 78,200 annuallyFunction: Communications, PR & CommunityExperience: 2+ yearsEducation: bachelorsSkills: ["Analytical","Problem-solving","Organizational","Attention to detail","Communication"]

Support program delivery for the NYSDOH Medicaid Management Information System by overseeing workforce planning and real-time operations for the eMedNY Provider Services Call Center. Use historical call patterns, AHT, service-level performance, and schedule/adherence data to forecast interval staffing, monitor queues across multiple skills, identify risks, and escalate variances. Produce workforce reports and maintain forecasting assumptions to translate call and agent activity data into actionable insights for performance and customer experience.

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FursaFursa
General Dynamics
General Dynamics
12 hours ago

Program Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Support program delivery for the NYSDOH Medicaid Management Information System by overseeing workforce planning and real-time operations for the eMedNY Provider Services Call Center. Use historical call patterns, AHT, service-level performance, and schedule/adherence data to forecast interval staffing, monitor queues across multiple skills, identify risks, and escalate variances. Produce workforce reports and maintain forecasting assumptions to translate call and agent activity data into actionable insights for performance and customer experience.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Forecast interval-level call volume and staffing using historical call patterns, AHT, service-level performance, abandonment, shrinkage, and related operational data.
  • •Monitor real-time queues and workforce management data across multiple call center skills to identify staffing, queue, or service-level risks.
  • •Compare forecasted call volume, staffing, and performance trends to actual results and recommend schedule or resource adjustments when needed.
  • •Track schedule and real-time agent adherence, escalating significant variances.
  • •Use workforce management, ACD, call recording, and reporting systems to research trends, validate workforce data, and prepare workforce performance reports.
  • •Manage agent skill assignments and maintain historical records and staffing assumptions used for forecasting, scheduling, and capacity planning

Pay and Benefits

Salary: USD 64,230 - 78,200 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •BA/BS or 2+ years of experience in a call center, workforce management, reporting, scheduling, or analytical support role.
  • •2+ years of related experience working with office/operational data.
  • •Working knowledge of Microsoft Word, Zoom, and Excel (formulas, sorting/filtering, charts, pivot tables).
  • •Understanding call center metrics such as service level, ASA, AHT, abandonment, occupancy, schedule adherence, shrinkage, and after-call work.
  • •Basic understanding of call center forecasting and scheduling/staffing for multi-skill queue environments; Erlang-based staffing concepts are a plus.
Experience:2+ yearsCall centersWorkforce managementReportingSchedulingAnalytical support
Education:Bachelor's
Skills:AnalyticalProblem-solvingOrganizationalAttention to detailCommunication
Tech Stack:Microsoft ExcelMicrosoft WordZoomWFMACDCall recordingNICEVerintCalabrioPivot tablesChartsSorting/filteringWorkforce reports

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn