Leidos is seeking a seasoned Workforce Manager to work as part of a large customer-facing project team. The candidate will be responsible for supervising a team of help desk agents. The successful candidate will be able to utilize contract specific performance metrics, staffing analytics, systems requirements, quality guidelines, and SOPs to direct their teams and drive success. The selected candidate will assist in implementing and reviewing quality improvement efforts for the organization.
Primary job duties:
Responsible for coordinating subordinate employee recruitment, selection and training, performance assessments, work assignments, and recognition/disciplinary actions.
Train and coach service desk personnel to improve service and maximize staff utilization.
Responsible for maintaining operations, report outages immediately and to the proper POCs, workplace safety, complete all assigned deliverables timely and accurately.
Responsible for workforce distribution based on forecasted workload and number of agents scheduled.
Utilize forecasted data to create agent schedules.
Assign agents to schedules based on their preferences and business rules.
Manage intraday activities.
Additional duties may be assigned at Managers discretion.
BA degree and 7+ years of prior relevant experience. Experience may be substituted in lieu of degree.
Experience in government contracting.
4 or more years of help desk & customer service experience a plus.
Experience in Quality Improvement Processes.
Ability to work autonomously in a high paced environment.
Ability to motivate and influence a team.
Ability to coach and develop individuals.
Strong attention to detail and follow through skills.
Superior communication & interpersonal skills.
Strong aptitude for service approach.
High volume IT Support experience.
Strong IT knowledge.
All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.
Pay Range:Pay Range $75,400.00 - $116,000.00 - $156,600.00
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.
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com.
Pay and Benefits
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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.