Remote Workforce Analyst – Call Center Forecasting

Leidos LLC; United States; Remote; USD 52,000 - 94,000; Full time

Benefits offered by this job

Health and Wellness programs

Paid leave

Retirement plan

Job summary

Leidos Health and Services Sector is seeking a Workforce Analyst to support Military OneSource operations remotely. You will monitor call and chat queues, analyze data, forecast demand, and optimize schedules to meet service levels. A 3+ year track record in high-volume call centers and strong MS Office skills are required.

This role emphasizes data-driven insights, collaboration with supervisors, and stakeholder reporting. U.S.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 3 years managing high-volume call center staffing operations.
• Minimum 1 year of supervisory experience leading teams.
• Strong knowledge of call center operations and workforce management practices.
• Strong analytical skills and proficiency in MS Office.

Responsibilities

• Monitor and manage call and chat queues to ensure efficiency and SLA adherence.
• Create and adjust workforce schedules based on real-time data.
• Manage shift rotations, breaks, and coverage across hours.
• Analyze call volume trends, patterns, and performance metrics.
• Identify staffing gaps and recommend corrective actions.
• Develop and deliver reports outlining call trends and capacity planning.

Skills

Call center operations

Analytical skills

MS Office (Word/Outlook/Excel)

Written and verbal communication

English fluency

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Amazon Connect

Job description

Leidos Health and Services Sector is seeking a Workforce Analyst to support Military OneSource operations remotely. You will monitor call and chat queues, analyze data, forecast demand, and optimize schedules to meet service levels. A 3+ year track record in high-volume call centers and strong MS Office skills are required.

This role emphasizes data-driven insights, collaboration with supervisors, and stakeholder reporting. U.S.