Workforce Planning Manager

Join our innovative Medical Telehealth Support Contract team, where you'll play a vital role in delivering cutting-edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you'll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We're looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are. With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare's digital transformation. If you're driven by quality and a commitment to patient safety, this opportunity is your next career move.

The Workforce Planning 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.

Primary Responsibilities:

Lead Workforce Planning and Resource Management

• 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.

Optimize Contact Center Staffing Levels

• 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.

Manage Workforce Management Systems and Processes

• 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.

Analyze Trends and Recommend Solutions

• Identify patterns and trends in call/chat volume, staffing performance, and resource utilization.
• Develop and recommend proactive staffing strategies and operational improvements.

Lead Workforce Management Team

• 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.

Required Qualifications:

• Bachelors degree in business, operations management or related field and 5+ years demonstrated experience in a supervisory or leadership role overseeing workforce management, scheduling, or similar functions. Equivalent combination of education and relevant experience may be considered
• 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 an U.S. citizen, speak fluent English, and able to maintain and retain suitability investigation and clearance as required. 

Preferred Qualifications:

• Veteran/military retiree and/or military spouse.
• Experience in a Contact Center, military/veteran services, or healthcare environment strongly preferred.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

Original Posting:

December 12, 2025

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.