Workforce Analyst

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

Workforce Analyst

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.

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.


• Minimum of 1 year of supervisory experience leading teams.


• 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.

Original Posting

October 2, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

Pay Range $52,000.00 - $94,000.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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.

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.