Remote Workforce Analyst: Forecasting & Scheduling

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

Job summary

Leidos is seeking a Workforce Analyst to join the Health and Services Sector in a remote capacity. The role focuses on monitoring call and chat queues, analyzing data, and delivering insights to guide workforce management and scheduling improvements.

The ideal candidate has a Bachelor's degree (or equivalent experience), 3+ years in high-volume call center staffing, and 1+ year of supervisory experience. Strong analytical, communication, and organizational skills are essential.

Qualifications

• Strong analytical skills with the ability to interpret operational and staffing data.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving skills.

Responsibilities

• Monitor and manage call and chat queues to ensure operational efficiency, optimal capacity, and adherence to 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 throughout operational hours.
• Collect, analyze, and interpret data related to 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 to inform workforce forecasting, scheduling strategies, and process improvements.

Skills

Analytical skills

Communication

Organizational skills

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Web-based research tools

Job description

Leidos is seeking a Workforce Analyst to join the Health and Services Sector in a remote capacity. The role focuses on monitoring call and chat queues, analyzing data, and delivering insights to guide workforce management and scheduling improvements.

The ideal candidate has a Bachelor's degree (or equivalent experience), 3+ years in high-volume call center staffing, and 1+ year of supervisory experience. Strong analytical, communication, and organizational skills are essential.