Workforce Manager
About The Position
Leidos is hiring a Workforce Manager for Global Nurse Advice Line – Next Generation (GNAL-NG), a Defense Health Agency service providing 24/7 registered nurse triage, care advice, care coordination, and customer service to eligible MHS beneficiaries. The program uses technology to connect patients with telehealth nurses and care coordinators and support appropriate care access and improved healthcare outcomes. The Workforce Manager plans, organizes, and manages Contact Center staffing resources to meet call and chat demand and achieve program goals. The role oversees forecasting, scheduling, real-time resource allocation, time-off approvals, and coverage and surge planning in a centralized RMS application. It analyzes demand and staffing trends, recommends operational improvements, and leads and supports the Workforce Management team. The role requires a separate, quiet, private and confidential workspace and reliable high-speed wired internet at home. Employment is contingent on future program award.
Requirements
- Bachelor’s degree in business, operations management, or a related field, or an equivalent combination of education and relevant experience.
- Five years of demonstrated experience, including experience in a supervisory or leadership role overseeing workforce management, scheduling, or similar functions.
- Demonstrated experience forecasting, scheduling, and managing call/chat volume in real time in a multichannel Contact Center environment.
- Proficiency with Workforce Management tools and/or centralized resource management systems such as RMS or similar.
- Strong analytical skills and ability to interpret call/chat volume data, staffing reports, and performance metrics.
- Ability to develop and manage staffing models, schedules, and capacity plans to meet service-level objectives.
- In-depth understanding of Contact Center operations, including SLAs, occupancy, shrinkage, adherence, and service-level management.
- Proven ability to plan and manage staffing resources for fluctuating demand and surge requirements.
- Strong problem-solving skills, including identifying trends, diagnosing issues, and recommending practical solutions.
- Excellent organizational and time-management skills; ability to manage multiple priorities under time constraints.
- Clear and effective written and verbal communication skills for interacting with leadership, peers, and front-line staff.
- Ability to balance operational requirements with employee needs when managing schedules and time-off requests.
- Attention to detail and commitment to accurate scheduling, documentation, and resource tracking.
- Proficiency navigating electronic systems, computer programs, and virtual service platforms.
- Requires a separate, quiet, private, confidential workspace and reliable high-speed wired internet connected to the home by coax or fiber; mobile-device tethering and wireless ISPs are not acceptable.
- Must be a U.S. citizen, speak fluent English, and be able to obtain, maintain, and retain suitability investigation and clearance as required.
Nice To Haves
- Advanced Excel skills, such as formulas, pivot tables, and basic data analysis, and familiarity with reporting/BI tools.
- Veteran or military retiree, and/or military spouse.
- Experience working in a Contact Center, military/veteran services, or healthcare environment.
Responsibilities
- Plan, organize, and manage staffing resources to ensure Contact Center coverage meets call and chat volume demands.
- Oversee workforce forecasting, scheduling, and resource allocation to support program goals and operational requirements.
- Monitor daily staffing needs and adjust schedules to maintain service levels and redundancy during peak or surge periods.
- Manage and approve time-off requests while balancing operational coverage and employee needs.
- Oversee staff scheduling, coverage, and surge planning within the centralized RMS application.
- Ensure accurate documentation, visibility, and deconfliction of resources.
- Analyze patterns and trends in call/chat volume, staffing performance, and resource utilization.
- Develop and recommend proactive staffing strategies and operational improvements.
- Supervise, mentor, and support Workforce Management staff responsible for scheduling, forecasting, and real-time resource management.
- Foster a collaborative, high-performing team environment aligned with program goals.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
