Workforce Analyst

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $52k - $94k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Manage and monitor call and chat queues to ensure operational efficiency, optimize capacity, and meet service level objectives • Gather, analyze, and interpret call center operations data, including call volume trends, day-of-week patterns, seasonal surges, and performance metrics • Create, manage, and adjust workforce schedules using real-time performance data and call and chat volume fluctuations • Manage shift rotations, breaks, and lunch schedules to ensure continuous coverage • Identify staffing gaps, capacity constraints, and performance trends, and recommend corrective actions • Provide actionable insights for workforce forecasting, scheduling strategies, and process improvements • Develop and deliver stakeholder reports on call and chat trends, performance patterns, and capacity planning • Collaborate 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

🎯 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 • Separate, quiet, private, confidential workspace • Own reliable high-speed internet hard wired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable