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. 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.

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. 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.

Pay Range $57,850.00 - $104,575.00

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 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.

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com. If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission (https : / / reportfraud.ftc.gov / # / ).

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. Leidos is an equal opportunity employer / disability / vet.