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Leidos logo
Leidos

Leidos is an innovation company rapidly addressing the world’s most vexing challenges in national security and health.

Workforce Manager

ManagerManagerFull TimeRemoteSeniorTeam 10,001+Since 1969H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

52 days ago

Salary

$82.6K - $149.2K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Workforce Manager

Leidos

• Plan, organize, and manage Call Center staffing resources to ensure achievement of operational goals and service level objectives. • Oversee call center performance metrics and Service Level Agreements (SLAs) and provide regular reporting to the Director. • Monitor and manage call queues, staffing efficiency, and capacity to ensure optimal coverage and timely response to call and chat volume demands. • Develop and execute workforce forecasting, scheduling, and surge planning strategies within the centralized management system to maintain service continuity. • Manage staff coverage and time-off scheduling to ensure appropriate resource allocation and minimize service disruptions. • Analyze staffing and operational data to identify patterns, trends, and root causes of performance gaps. • Provide actionable insights and recommendations to improve workforce management strategies, scheduling efficiency, and overall service delivery. • Identify and implement corrective actions to address workforce and scheduling gaps impacting operational performance. • Generate and present reports to stakeholders on call trends, staffing performance, and operational efficiency. • Collaborate with leadership and cross-functional teams to optimize workforce planning and continuous improvement initiatives. • Perform additional duties as assigned.

Job Requirements

  • Bachelor’s degree from an accredited college or university in a related field.
  • Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
  • Minimum of two years 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, fingerprint background checks, and credential verification required.
  • Ability to maintain and retain suitability investigation and clearance as required.
  • Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Benefits

  • Competitive compensation
  • Health and Wellness programs
  • Income Protection
  • Paid Leave
  • Retirement

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