Remote Workforce Analyst — Call Center Optimization

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

Job summary

Leidos Health and Services Sector is seeking a Workforce Analyst to work remotely. You will monitor call and chat queues, analyze data, and deliver insights to optimize staffing, forecasting, and service levels for the Military OneSource program.

Responsibilities include developing reports, coordinating with Supervisors, and identifying gaps to maintain continuity and performance. Requires a Bachelor's degree or equivalent experience, 3+ years in call center staffing, and strong Excel skills.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years in high-volume call center staffing operations.
• 1 year of supervisory experience leading teams.
• Strong knowledge of call center operations and workforce management practices.
• Strong analytical and data interpretation skills.
• Proficiency in Word, Outlook, Excel and web-based tools.
• Excellent written and verbal communication skills.
• U.S. citizenship and fluency in English.

Responsibilities

• Monitor and manage call and chat queues to ensure efficiency and service levels.
• Create and adjust workforce schedules based on real-time data.
• Manage shift rotations, breaks, and coverage.
• Analyze call volume trends and performance metrics.
• Identify staffing gaps and recommend corrective actions.
• Provide insights for forecasting and scheduling strategies.
• Develop and deliver reports on trends and capacity planning.
• Collaborate with Supervisors to align staffing with demand.
• Address scheduling issues to maintain service continuity.

Skills

Analytical skills

Communication skills

Leadership experience

Problem solving

Education

Bachelor’s degree

Tools

Amazon Connect

Microsoft Office

Job description

Leidos Health and Services Sector is seeking a Workforce Analyst to work remotely. You will monitor call and chat queues, analyze data, and deliver insights to optimize staffing, forecasting, and service levels for the Military OneSource program.

Responsibilities include developing reports, coordinating with Supervisors, and identifying gaps to maintain continuity and performance. Requires a Bachelor's degree or equivalent experience, 3+ years in call center staffing, and strong Excel skills.