Description
Our Leidos team is looking for a Workforce Management Analyst to support the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their Mission to create strong, sustainable, inclusive communities and quality affordable homes for all.
Location: Onsite office in Indianapolis, IN with 2 days of telework from 11:30 am - 8:00 pm ET
As a Workforce Management Analyst, you will:
- Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (service level, occupancy, etc.)
- Develop labor schedules to meet contact volumes and service levels.
- Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, and optimal work schedules meet multi-system requirements for service level objectives, and forecast staffing levels for multiple call center teams.
- Work with the Resource Center leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, and other specified contact center goals and objectives
- Work with Operations Manager to accurately forecast call volumes, analyze historical call volume
- Analyze call center performance history to determine shrinkage, adherence, and occupancy goals as well as optimum off-production activities.
- Project staffing requirements to meet service levels by forecasting both short and long-term call volume expectations and required staffing
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Required Skills:
- Strong hands-on knowledge of workforce management tools such as NICE and the ability to maintain them
- Knowledge of Call Center management best practices
- Strong Forecasting ability (including email and chat)
- Process analytical skills in a contact center environment
- Ability to create well-organized, accurate, and concise material and work documentation for organizational use.
Required Qualifications:
- Bachelor's degree with at least 4 years of prior experience in a Contact Center Operations environment; Master's degree with at least 2 years of prior experience; additional relevant experience in lieu of a degree
- Call Management System experience
- Ability to obtain a Public Trust Security clearance, which includes a credit check and background investigation
- Ability to work from 11:30 am - 8:00 pm ET
Come join our team and enjoy these benefits:
- Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, and Voluntary Disability plans
- Paid Time Off (PTO) accrued based on Leidos policy
- Ten paid holidays per year
- Gym membership reimbursement
- Ongoing training to promote your success
- Tuition reimbursement based on Leidos' policy
- Discounted Leidos stock purchase and other Employee Discounts
- Diversity and Inclusion Employee Resource Groups
Leidos is a global leader providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science. Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth.
HUDFHA
Original Posting Date:
2024-04-09
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 $68,900.00 - $124,550.00
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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