Workforce Planning Manager
Leidos
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $82,550 - $149,225 per year
Job Level
Mid-LevelSenior
About the role
- 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
- 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
- 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
- Identify patterns and trends in call/chat volume, staffing performance, and resource utilization
- Develop and recommend proactive staffing strategies and operational improvements
- 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
Requirements
- Bachelors degree in business, operations management or related field
- 5+ years demonstrated experience in a supervisory or leadership role overseeing workforce management
- 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 and familiarity with reporting/BI tools preferred
- In-depth understanding of Contact Center operations, including SLAs, occupancy, shrinkage, adherence, and service level management
- 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
- 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)
Benefits
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementforecastingschedulingreal-time managementanalytical skillsExcelreporting toolsBI toolsresource allocationstaffing performance
Soft skills
problem-solvingorganizational skillstime-management skillscommunication skillsleadershipmentoringcollaborationadaptabilitystrategic thinkingteam management