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Military OneSource Workforce Manager - Remote

Leidos Inc
United States, Virginia
September 22, 2023


The MVHS Group at Leidos currently has an opening for a Workforce Manager to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial employee assistance program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes Service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a "one source" for resource and information encompassing a comprehensive support system.

Workforce Managers analyze historical data, trends and collaborates with the Call Center Operations Manager to accurately predict call volumes, chat/email loads, or other customer interaction patterns, considering factors such as time of day, day of the week, seasonality, and world events. Ensures there are enough triage and specialty consultants available.

The Military OneSource job postings are in anticipation of future work.

Primary Responsibilities:

  • Collects and analyzes data for reporting (e.g., call volume, day of the week, annual surges).

  • Creates and manages schedules, monitoring real-time performance, and making adjustments to staffing based on fluctuations in demand.

  • Manages shift rotations, breaks, and lunchtimes to ensure continuous coverage throughout the day.

  • Identifies patterns, trends, and recommended remedies.

  • Manages and monitors call queue and efficiency, increase capacity, and problem solve when issues arise due to workforce and scheduling gaps.

  • Gathers, analyzes, and interprets data related to call center operations.

  • Provides insights and recommendations to inform workforce management strategies, forecasting, scheduling, and process improvements.

  • Create reports for stakeholders on call trends.

Basic Qualifications:

  • Master's degree from an accredited college or university in a related field.

  • Minimum of 3 years of current, relevant experience managing high-volume call center staffing operations with 2+ years experience supervising teams.

  • Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.

  • Proven proficiency in Microsoft based tools including Word, Outlook, Excel; web-based research; electronic documentation systems

  • U.S. citizen and ability to speak fluent English.

  • Ability to pass a criminal history and fingerprint background checks, and credential review/verification.

Preferred Qualifications:

  • Veteran/military retiree, wounded warrior, and/or military spouse

  • Experience working with and/or for military communities

  • Employee assistance program (EAP) experience

  • People leader management or supervisory experience

Pay Range:Pay Range $75,400.00 - $136,300.00

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