Lead Analyst- Call Center

Job Number:
Job Category:
Legal / Compliance
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Public Trust
Leidos is looking for a Call Center professional for its Washington, DC office.  The successful candidate will be responsible for supervising the daily operations, including telephonic intake, and resolution of requests from the general public involving issues concerning health information privacy and civil rights.  Other duties will consist of developing objectives for the call center’s day-to-day activities; conducting effective resource planning to maximize the productivity of resources (people, technology etc.); collecting and analyzing call-center statistics ; monitoring agent quality and productivity; evaluating performance with key metrics 
(trend data, accuracy, call-waiting time etc.); organizing and conducting training and new hire orientation; and screening potential hires.


Basic Qualifications:
- Proven experience as call center manager or similar position.
- Extensive call center and telephone customer service experience.
- Excellent organizational and leadership skills with a problem-solving ability and attention to detail.
- Strong computer skills - word processing, online document management database, internet.
- Excellent oral and written communication skills. 
- Must be able to work effectively in a busy environment.
- High school diploma or equivalent; Higher degree in a relevant discipline preferred.

Desired Skills:
- Proficient in MS Office and call center equipment/software programs. 
- Knowledge of performance evaluation and customer service metrics.
- Experience reviewing and analyzing documents in document management database.
- Excellent oral and written communication skills.
- English + Spanish bi-lingual.
- Familiarity with HIPAA, Health Law, Medical Records terminology.
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.

Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
Other Locations:  
Link for schema