Workforce Manager

Workforce Manager

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 :

• 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 :

A highly qualified candidate will have the following :