Workforce Analyst

Summary

Leidos is seeking a Workforce Analyst to support the Military OneSource program, which provides information, referrals, education, and counseling services to military members, their families, and eligible civilians. The role manages call and chat queues, analyzes contact center data, develops workforce reports, optimizes staffing schedules, and provides recommendations to maintain operational efficiency and service levels.

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

Skills

• 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
• Proficient in navigating electronic systems, computer programs, and virtual service platforms
• 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

Qualifications

Must Haves

• 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
• Proficient in navigating electronic systems, computer programs, and virtual service platforms

Nice to Haves

• 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

Benefits

• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement
• Work remotely