Workforce Management Specialist

Job Summary

Working remotely, the full-time Workforce Management Specialist I will manage real-time operations, capacity planning, and schedule administration while generating performance reports and ensuring optimal staffing for crisis support services.

Key responsibilities

• Develop advanced workforce management reporting and automated scheduling systems to optimize performance for crisis staff and volunteers
• Create and manage schedules for counselors, ensuring compliance with service level agreements and optimal coverage
• Monitor real-time call volumes and agent availability, making staffing adjustments as necessary to maintain service levels

Required qualifications

• 3+ years of experience in Contact Center Workforce Management or related fields preferred
• High school diploma or GED required; Bachelor's degree preferred
• Experience with SharePoint, SQL, and Power-Bi preferred
• Experience in social service, mental health, or crisis work settings preferred
• Must be 18 years of age or older and have a reliable internet connection and quiet workspace