Workforce & Reporting Manager

Systems Integration • Washington, DC

19h

About The Position

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Workforce & Reporting Manager to support a government‑contracted call center by overseeing forecasting, staffing, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets service‑level requirements, and provides accurate operational reporting to internal leadership and government program officials.

Requirements

• 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
• Must be able to pass a federal background check going back 7 years without felonies.
• Must be able to pass a federal credit check.

Nice To Haves

• Strong communication skills and experience supporting government contracts is preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager