Workforce Analyst

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

Job summary

Leidos Health and Services Sector seeks a Workforce Analyst to support Military OneSource operations remotely. The role focuses on monitoring call and chat queues, forecasting demand, and delivering schedules that meet service levels.

Ideal candidates have a Bachelor’s degree, 3+ years in high-volume call center staffing, strong analytical skills, and proficiency with MS Office; US citizenship and background checks required. This position offers remote work and a competitive pay range.

Qualifications

• Bachelor’s degree from an accredited college or university in a related field or experience in lieu of a degree.
• Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
• Strong knowledge of call center operations and workforce management practices.
• Strong analytical skills with the ability to interpret operational and staffing data.
• Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
• Strong written and verbal communication skills.
• U.S. citizenship and fluency in English required.
• Ability to pass criminal history and fingerprint background checks, as well as credential verification.
• Must maintain a quiet, private space and reliable high-speed internet at home.

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.
• Develop and deliver reports to stakeholders outlining call trends, performance patterns, and capacity planning considerations.
• Collaborate closely with Call Center Supervisors to align staffing schedules with operational demands.

Skills

Call center operations

Data analysis

MS Office (Word Outlook Excel)

Communication

Scheduling and forecasting

Education

Bachelor's degree

Tools

Amazon Connect

Job description

Leidos Health and Services Sector currently has an opening for a Workforce Analyst to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.

Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

Schedule: Friday- Monday 8am to 7pm, first 1-2 weeks the training schedule will be Mon- Friday 8am to 4:30pm

The Workforce Analyst:

• Manages and monitors call and chat queues to ensure operational efficiency, optimize capacity, and proactively resolve issues related to workforce and scheduling gaps.
• Gathers, analyzes, and interprets data associated with Call Center operations to support informed decision-making.
• Provides actionable insights and recommendations to guide workforce management strategies, forecasting, scheduling optimization, and process improvements. Develops and delivers reports to stakeholders outlining call and chat trends, performance patterns, and capacity planning considerations.
• Coordinates closely with Call Center Supervisors to align staff schedules with operational demands and ensure appropriate coverage to meet service level objectives.

Job 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.
• Develop and deliver reports to stakeholders outlining call trends, performance patterns, and capacity planning considerations.
• Collaborate closely with Call Center Supervisors to align staffing schedules with operational demands.
• Proactively address workforce and scheduling issues to maintain service continuity and performance standards.
• Perform additional duties as assigned.

Basic Qualifications

• Bachelor’s degree from an accredited college or university in a related field or experience in lieu of a degree.
• Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
• Strong knowledge of call center operations and workforce management practices.
• Strong analytical skills with the ability to interpret operational and staffing data.
• Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving skills.
• U.S. citizenship and fluency in English required.
• Ability to successfully pass criminal history and fingerprint background checks, as well as credential verification.
• Ability to maintain and retain suitability investigation and clearance as required.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.
• This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Preferred Qualifications

• Military spouse, military affiliation, and/or experience in the military community is highly desirable.
• Five years previous Contact Center Experience
• Experience with Amazon Connect platform.

Pay Range

Pay Range $52,000.00 - $94,000.00

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.