Workforce Manager

Description

Leidos is hiring for Global Nurse Advice Line - Next Generation (GNAL-NG), a Defense Health Agency (DHA) service providing reliable, timely, professional, and courteous registered nurse (RN) triage, care advice, care coordination, and customer service, 24 hours a day, 7 days a week to eligible MHS beneficiaries. On GNAL-NG we leverage technology to provide the patient with a superior experience while providing the patient with quick access to a live telehealth RN or care coordinator. Our approach helps provide the appropriate level and place of care, helping to improve healthcare outcomes and reduce total cost of care.

Future work upon program reward

The Workforce Manager is responsible for planning, organizing, and managing Contact Center staffing resources to ensure that call and chat volume demands are consistently met and program goals are achieved. This role oversees workforce forecasting, scheduling, and real-time resource allocation to maintain appropriate coverage, service levels, and redundancy, particularly during peak and surge periods. The Workforce Manager manages and approves time-off requests while balancing operational needs and employee considerations.
A key component of the role is managing staff scheduling, coverage, and surge planning within the centralized RMS application, ensuring accurate documentation, visibility, and deconfliction of resources. The Workforce Manager analyzes patterns and trends in call/chat volume, staffing performance, and resource utilization, and develops proactive strategies and recommendations to optimize staffing and operational efficiency. Additionally, this position leads, mentors, and supports the Workforce Management team, fostering a collaborative, high-performing environment aligned with Contact Center and program objectives.

Role Responsibilities

• Lead Workforce Planning and Resource Management
  • Plan, organize, and manage staffing resources to ensure adequate Contact Center coverage that meets call and chat volume demands.
• Oversee workforce forecasting, scheduling, and resource allocation to support program goals and operational requirements.
• Optimize Contact Center Staffing Levels
• Monitor daily staffing needs and adjust schedules to maintain service levels and ensure redundancy during peak or surge periods.
• Manage and approve time-off requests while balancing operational coverage and employee needs.
• Manage Workforce Management Systems and Processes
• Oversee staff scheduling, coverage, and surge planning within the centralized RMS application.
• Ensure accurate documentation, visibility, and deconfliction of resources to support optimal staffing alignment.
• Analyze Trends and Recommend Solutions
  Identify patterns and trends in call/chat volume, staffing performance, and resource utilization.
• Develop and recommend proactive staffing strategies and operational improvements.
• Lead Workforce Management Team
• Supervise, mentor, and support Workforce Management staff responsible for scheduling, forecasting, and real-time resource management.
• Foster a collaborative, high-performing team environment aligned with program goals.

Minimum qualifications

Bachelor's degree in business, operations management or related field or equivalent combination of education and relevant experience;

• Must have 5 years demonstrated experience in the following areas:
  Experience in a supervisory or leadership role overseeing workforce management, scheduling, or similar functions.
• Demonstrated experience with forecasting, scheduling, and real-time management of call/chat volume in a multi-channel Contact Center environment.
• Proficiency with Workforce Management (WFM) tools and/or centralized resource management systems (e.g., RMS or similar).
• Strong analytical skills, including the ability to interpret call/chat volume data, staffing reports, and performance metrics.
• Advanced Excel skills (e.g., formulas, pivot tables, basic data analysis) and familiarity with reporting/BI tools preferred.
• Ability to develop and manage staffing models, schedules, and capacity plans to meet service level objectives.
• In-depth understanding of Contact Center operations, including SLAs, occupancy, shrinkage, adherence, and service level management.
• Proven ability to plan and manage staffing resources to meet fluctuating demand and surge requirements.
• Strong problem-solving skills with the ability to identify trends, diagnose issues, and recommend practical solutions.
• Excellent organizational and time-management skills with the ability to manage multiple priorities under time constraints.
• Clear and effective communication skills, both written and verbal, for interacting with leadership, peers, and front-line staff.
• Ability to balance operational requirements with employee needs when managing schedules and time-off requests.
• Attention to detail and commitment to accurate scheduling, documentation, and resource tracking.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms .
• Requires a separate, quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
• Must be an U.S. citizen, speak fluent English, and able to obtain and maintain and retain suitability investigation and clearance as required.

Preferred Qualifications

• Veteran/military retiree and/or military spouse
• Experience working in a Contact Center, military/veteran services, or healthcare environment strongly preferred

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

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.

About Leidos

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

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.

Securing Your Data

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.

Commitment to Non-Discrimination

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.

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