Remote Workforce Analyst: Call Center Optimization

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

Job summary

Leidos is seeking a Workforce Analyst to support the Military OneSource program. The role is remote and focuses on optimizing call center operations, forecasting demand, and delivering actionable insights.

Responsibilities include monitoring queues, creating schedules, analyzing data trends, and collaborating with supervisors to ensure coverage and performance standards. Candidates should have strong analytical and communication skills and a background in workforce management.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Minimum of three years in high-volume call center staffing operations.
• Minimum of 1 year of supervisory experience leading teams.

Responsibilities

• Monitor and manage call and chat queues to ensure operational efficiency and service level adherence.
• Create, manage, and adjust workforce schedules based on real-time performance data.
• Analyze call volume trends and performance metrics to forecast staffing needs.
• Provide insights to inform forecasting, scheduling strategies, and process improvements.
• Deliver reports to stakeholders outlining trends and capacity planning considerations.

Skills

Analytical skills

Communication skills

Organizational skills

Problem-solving skills

Data interpretation

Education

Bachelor’s degree in related field

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Leidos is seeking a Workforce Analyst to support the Military OneSource program. The role is remote and focuses on optimizing call center operations, forecasting demand, and delivering actionable insights.

Responsibilities include monitoring queues, creating schedules, analyzing data trends, and collaborating with supervisors to ensure coverage and performance standards. Candidates should have strong analytical and communication skills and a background in workforce management.