[Hiring] Workforce Manager @Leidos

Role 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.

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.

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 a U.S. citizen, speak fluent English, and able to obtain and maintain 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.

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.