Workforce Manager

R-00179914

Description

The Workforce Manager is responsible for planning, organizing, securing, and managing Call Center staffing resources to ensure the successful achievement of Call Center goals and objectives while meeting call and chat volume demands.

This role:

• Ensures appropriate staffing coverage for Call Center operations and manages time-off requests to maintain service continuity.
  
• Monitors and manages staff coverage, time-off scheduling, and surge planning within the centralized management application to provide visibility, facilitate planning, and deconflict staffing resources for optimal and redundant allocation in response to call volume fluctuations.
  
• Analyzes staffing data to identify patterns and trends and recommends corrective actions or process improvements to enhance operational efficiency and service delivery.
  

Primary Job Responsibilities

• Plan, organize, and manage Call Center staffing resources to ensure achievement of operational goals and service level objectives.
  
• Oversee call center performance metrics and Service Level Agreements (SLAs) and provide regular reporting to the Director.
  
• Monitor and manage call queues, staffing efficiency, and capacity to ensure optimal coverage and timely response to call and chat volume demands.
  
• Develop and execute workforce forecasting, scheduling, and surge planning strategies within the centralized management system to maintain service continuity.
  
• Manage staff coverage and time-off scheduling to ensure appropriate resource allocation and minimize service disruptions.
  
• Analyze staffing and operational data to identify patterns, trends, and root causes of performance gaps.
  
• Provide actionable insights and recommendations to improve workforce management strategies, scheduling efficiency, and overall service delivery.
  
• Identify and implement corrective actions to address workforce and scheduling gaps impacting operational performance.
  
• Generate and present reports to stakeholders on call trends, staffing performance, and operational efficiency.
  
• Collaborate with leadership and cross-functional teams to optimize workforce planning and continuous improvement initiatives.
  
• Perform additional duties as assigned.
  

Required Qualifications

• Bachelor’s degree from an accredited college or university in a related field.
  
• Minimum of three years of current, relevant experience managing high-volume call center staffing operations.
  
• Minimum of two years 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.
  
• Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
  
• Ability to maintain and retain suitability investigation and clearance as required. 
  
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.
  
• This position 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 (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.
  

Preferred Qualifications

• Five years previous Call/Call Center Experience.
  
• People leader management or supervisory experience. 
  

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.
Original Posting: April 3, 2026

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.

Pay Range: Pay Range $82,550.00 - $149,225.00

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.

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.

#Remote