Workforce Analyst

Leidos

1d•$52,000 - $94,000•Remote

About The Position

Leidos Health and Services Sector currently has an opening for a Workforce Analyst to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

Requirements

Bachelor’s degree from an accredited college or university in a related field or experience in lieu of a degree.
Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
Minimum of 1 year of supervisory experience leading teams.
Strong knowledge of call center operations and workforce management practices.
Strong analytical skills with the ability to interpret operational and staffing data.
Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
Strong written and verbal communication skills.
Strong organizational and problem-solving skills.
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history and fingerprint background checks, as well as credential verification.
Ability to maintain and retain suitability investigation and clearance as required.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Nice To Haves

Military spouse, military affiliation, and/or experience in the military community is highly desirable.
Five years previous Contact Center Experience
Experience with Amazon Connect platform.

Responsibilities

Manages and monitors call and chat queues to ensure operational efficiency, optimize capacity, and proactively resolve issues related to workforce and scheduling gaps.
Gathers, analyzes, and interprets data associated with Call Center operations to support informed decision-making.
Provides actionable insights and recommendations to guide workforce management strategies, forecasting, scheduling optimization, and process improvements.
Develops and delivers reports to stakeholders outlining call and chat trends, performance patterns, and capacity planning considerations.
Coordinates closely with Call Center Supervisors to align staff schedules with operational demands and ensure appropriate coverage to meet service level objectives.
Monitor and manage call and chat queues to ensure operational efficiency, optimal capacity, and adherence to service level objectives.
Create, manage, and adjust workforce schedules based on real-time performance data and fluctuations in call and chat volume.
Manage shift rotations, breaks, and lunch schedules to ensure continuous coverage throughout operational hours.
Collect, analyze, and interpret data related to call volume trends, day-of-week patterns, seasonal surges, and performance metrics.
Identify staffing gaps, capacity constraints, and performance trends, and recommend corrective actions.
Provide actionable insights to inform workforce forecasting, scheduling strategies, and process improvements.
Develop and deliver reports to stakeholders outlining call trends, performance patterns, and capacity planning considerations.
Collaborate closely with Call Center Supervisors to align staffing schedules with operational demands.
Proactively address workforce and scheduling issues to maintain service continuity and performance standards.
Perform additional duties as assigned.