Licensed Workforce Operations Manager
Job Summary
Leading workforce management and service operations for the National Maternal Mental Health Hotline, the full-time Licensed Workforce Operations Manager will oversee staffing models, training programs, and day-to-day service delivery in a remote environment.
Key responsibilities
- Administer staffing schedules and maintain the hotline's staffing model to ensure adequate coverage and performance
- Own the training program for hotline staff, developing high-quality curriculum and ensuring effective delivery
- Oversee daily operations of the hotline service, providing support and guidance to the Services team while ensuring 24/7 availability
Required qualifications
- Bachelor's degree in psychology, social work, healthcare administration, or a related field; Master's degree preferred
- Active professional state/national licensure or certification in good standing
- Five years of experience in workforce management or contact center operations, including two years in a supervisory role
- Demonstrated experience in perinatal mental health service delivery and crisis line operations
- Proficiency with contact center management platforms and strong analytical skills for workforce tracking
Complete Job Description
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