Leidos is seeking an experience Workforce Management (WFM) Analyst to support the Mission Support Services Organization. This team is responsible for providing the infrastructure, guidance and staff for Service Desks across the Leidos organization. The WFM Analyst position will support the evolution of the staffing model, efficiency of the staff within the organization and help create the staffing models for future work.

Responsibilities Include:

• Support Workforce Management (WFM) application for multiple customer Contact Center. This analyst will be supporting the Operations Team, Contact Center Agents, and Leadership with the goal of creating a more efficient staffing support model.
• Ensure the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources.
• Maintain and update Forecast, Agent Schedules, Intraday, Shrinkage, Reporting and supporting real time contact center operations.
• Review, analyze, and evaluate business systems and user needs.

• Documents requirements, defines scope and objectives and formulates systems to parallel overall business strategies. Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied.
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
• Manage schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
• Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month.
• Maintain and adjust agent resource assignments.
• Review and approve agent time off and schedule change requests.
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.

Required Education, Experience & Other:

• Bachelor’s degree with 4+ years related experience. Additional experience in lieu of a degree may be considered.
• U.S. Citizen
• Abiliity to obtain and maintain a public trust security clearance
• Prior government contact center experience
• Prior WFM administrative and real-time scheduling support
• Experience establishing resource schedules
• Experience identifying and delivering real-time schedule staffing decisions
• Experience developing, analyzing, and delivering WFM and contact center reports;
• Experience maintaining and administering the WFM platform

• Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management
• Experience training individuals or groups on new concepts and processes
• Experience coaching agents to drive performance improvement
• Ability to influence and lead others without direct authority
• Innovative problem solver with an attention to detail and a focus on accuracy

Preferred Experience:

• Experience with WFM platforms preferred (Calabrio, NICE InContact/AWS Connect)

Pay Range:

Pay Range $66,300.00 - $119,850.00

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

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