Workforce Analyst

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $52k - $94k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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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

• Monitor and manage call and chat queues for operational efficiency, optimal capacity, and service-level adherence • Create, manage, and adjust workforce schedules using real-time performance data and call/chat volume fluctuations • Manage shift rotations, breaks, and lunch schedules for 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 insights for workforce forecasting, scheduling strategies, and process improvements • Develop and deliver stakeholder reports on call 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 • Minimum of three years of current, relevant experience managing high-volume call center staffing operations • Minimum of two years of supervisory experience leading teams • Strong knowledge of call center operations and workforce management practices • Strong analytical skills interpreting operational and staffing data • Proficiency in Microsoft Word, Outlook, Excel, web-based research, and electronic documentation systems • Strong written and verbal communication skills • Strong organizational and problem-solving skills • U.S. citizenship required • Fluency in English required • Ability to pass criminal history and fingerprint background checks and credential verification • Ability to maintain and retain suitability investigation and clearance as required • Proficiency navigating electronic systems, computer programs, and virtual service platforms • Separate, quiet, private, confidential workspace required • 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

🏖️ Benefits

• Health and Wellness programs • Income Protection • Paid Leave • Retirement • Competitive compensation