Workforce Management Specialist I

About the role

This position is remote. The schedule is Sunday through Monday 9:00pm-6:00am and Thursday through Saturday 12:00pm-9:00pm PST. The pay range for this position is between $26.38-$30.33 per hour. There is a $3.00 per hour differential when working between the hours of 12:30am-8:30am PST.

Primary Duties

• Contribute to the development of advanced workforce management reporting, key performance indicator and automated scheduling systems to advance overall organizational excellence in the scheduling and performance optimization of +400 front line crisis call, chat and text staff and volunteers.
• Create, manage, and generate daily, weekly, and monthly per diem and volunteer counselor schedules to ensure optimal coverage and adherence to service level agreements.
• Continuously monitor real-time call volumes, queues, and agent availability, taking corrective actions to maintain Didi Hirsch’s contractually obligated service levels.
• Administer and monitor the attendance line, ensuring timely notifications to leadership regarding tardiness or absences; analyze the impact of absences and make real-time staffing decisions (ex: shifting of clinical supervisors into front line crisis counselor role) to mitigate absentee impacts.
• Generate and distribute real-time performance reports to leadership, highlighting areas of concern and recommending immediate corrective actions.
• Identify appropriate timeframes for offline activities, such as breaks, lunches, training sessions and meetings, to minimize impact on operational performance.
• Collaborate with leadership to solicit additional coverage from per diem staff during peak times or unexpected call volume surges.
• Approve or deny Paid Time Off (PTO) requests based on operational requirements, while ensuring compliance with company policies.
• Maintain detailed records of schedule changes, PTO approvals, and other workforce-related activities to support audit and compliance requirements.

Position Requirements

• 3+ years Contact Center Workforce Management experience or related skills preferred.
• A high school diploma or GED required. A bachelor’s degree preferred.
• Experience with creating and maintaining SharePoint sites and solutions is preferred.
• Experience with SQL and Power-Bi is preferred.
• Experience within social service/mental health/crisis work settings preferred.
• Be 18 years of age or older.
• Have high-speed internet with an active Ethernet connection, and a quiet/confidential workspace.
• Be empathetic, flexible, and adaptable to varying situations.
• Be reliable and able to adhere to schedules based upon program needs.
• Complete yearly trainings as required by the agency and administers of 988.
• Have knowledge of all job specific skills including risk assessment and data collection.
• Possess strong interpersonal skills and positively interacts with others.
• Have outstanding communication skills with the ability to engage any individual regardless of background.
• Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines.
• Goal-oriented team player with strong experience working in large and complex systems.
• Commitment to team objectives and Didi Hirsch philosophies.
• Successfully pass our pre-employment screening, including a background check and live scan fingerprinting.