Workforce Management Specialist I

This is a fully remote position, open to applicants in California.

📋 Description

• Execute real-time management, capacity planning, and schedule administration as an integral part of the Workforce Management Program.

• Create and oversee workforce management reporting, KPI systems, and automated scheduling systems for over 400 frontline crisis call, chat, and text staff and volunteers.

• Design, administer, and produce daily, weekly, and monthly schedules for per diem and volunteer counselors.

• Supervise real-time call volumes, queues, and agent availability, implementing corrective measures to uphold contractually mandated service levels.

• Manage the attendance line and inform leadership about tardiness or absences.

• Evaluate the impacts of absences and make immediate staffing decisions to alleviate them.

• Generate and share real-time performance reports with leadership.

• Determine optimal times for breaks, lunches, training sessions, and meetings to reduce operational disruptions.

• Oversee shift bids for new team members.

• Work in partnership with leadership to request additional per diem coverage during peak periods or surges in call volume.

• Review and either approve or deny PTO requests in line with operational needs and company policies.

• Keep meticulous records of schedule modifications, PTO approvals, and workforce-related activities for audit and compliance purposes.

⛳️ Requirements

• A minimum of 3 years of experience in Contact Center Workforce Management or related fields is preferred.

• A high school diploma or GED is required.

• A Bachelor’s degree is preferred.

• Familiarity with creating and maintaining SharePoint sites and solutions is preferred.

• Proficient in SQL and Power-BI is preferred.

• Experience in social service, mental health, or crisis work settings is preferred.

• Candidates must be 18 years of age or older.

• Must have high-speed internet with an active Ethernet connection.

• A quiet and confidential workspace is required.

• Open availability and flexibility to work within the program’s operating hours, including weekends and holidays, is mandatory.

• Must demonstrate reliability and the ability to adhere to schedules based on program needs.

• Completion of annual trainings as required by the agency and administrators of 988 is necessary.

• Knowledge of job-specific skills including risk assessment and data collection is essential.

• Strong interpersonal and communication skills are required.

• Exceptional multitasking and time management abilities are necessary.

• Experience in large and complex systems is preferred.

• A commitment to team objectives and Didi Hirsch philosophies is essential.

• Successful completion of pre-employment screening, including a background check and live scan fingerprinting, is required.

🏝️ Benefits

• A $3.00 per hour differential for shifts worked between 12:30 am and 8:30 am PST.

• Potential availability of loan repayment programs.

• Paid Time Off (PTO).