Workforce Manager

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Leidos is seeking a dynamic and analytical Workforce Manager to oversee workforce planning and management within our contact center operations. The successful candidate will be responsible for optimizing staff schedules, monitoring real-time activity, and ensuring that service level agreements (SLAs) are consistently met.

Key Responsibilities:

What you will do:

• Develop and implement workforce management strategies to optimize staffing levels and ensure efficient operations within the contact center.
• Create and manage schedules based on forecasted call volumes, historical data, and real-time analytics to meet business objectives and SLAs.
• Monitor daily contact center performance, including call volumes, staffing levels, and adherence to schedules, making adjustments as necessary.
• Utilize workforce management software and tools to forecast demand, track performance metrics, and generate reports for continuous improvement.
• Collaborate with operations and supervisory teams to develop strategies that enhance productivity and service quality.
• Provide insights and recommendations based on data analysis to improve workforce planning and resource allocation.
• Ensure compliance with labor laws and company policies in scheduling and workforce management practices.
• Lead initiatives to improve employee engagement and satisfaction through effective workforce planning and communication.

We are looking for someone with the following qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent experience required.
• Minimum of 3 years of experience in workforce management within a contact center or customer service environment.
• Strong analytical skills with proficiency in using workforce management software and tools.
• Excellent communication and leadership skills, with the ability to collaborate effectively across teams.
• Proven ability to manage multiple priorities and make data-driven decisions in a fast-paced environment.

A highly qualified candidate will have the following:

• Experience with workforce management platforms such as NICE, AWS WFM, or Verint.
• Proficiency in data analysis and reporting tools, including Excel and SQL.
• Familiarity with federal government programs and services is a plus.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

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.

The Leidos pay range for this job level is a general guideline onlyand 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.