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: the chance that no one is really hiring for this job.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.

Apply Now

Find Similar Remote Jobs

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 • 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 • Collect, analyze, and interpret 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 for workforce forecasting, scheduling strategies, and process improvements • Develop and deliver reports to stakeholders on call and chat trends, performance patterns, and capacity planning • Collaborate with Call Center Supervisors to align staffing 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 • 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 • Proficiency in 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 required • Own reliable high-speed internet hard wired to the home required; hot spots, tethering, and wireless ISP are not acceptable • Military spouse, military affiliation, and/or experience in the military community highly desirable • Five years previous Contact Center Experience preferred • Experience with Amazon Connect platform preferred

🏖️ Benefits

• Remote work • Friday–Monday schedule with 8am–7pm hours • Training schedule Monday–Friday, 8am–4:30pm for the first 1–2 weeks

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume