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Workforce Management Specialist I
Location
PST (UTC-8)
Posted
1 day ago
Salary
$26 - $30 / hour
Seniority
Mid Level
Job Description
Workforce Management Specialist I
Didi Hirsch Mental Health Services
Role Description As a Workforce Management Specialist I, you will perform essential functions of real-time management, capacity planning, and schedule administration as part of the Workforce Management Program. The Workforce Management Specialist I also creates valuable reporting on KPIs, reviews future staffing and time-off requests to ensure accurate staffing is on hand to manage forecasted volume, track and report on departmental shrinkage, and recommends process improvements to enhance the help-seeker experience. 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. - Administer shift bids for new employees, ensuring a fair and transparent process for selecting schedules as they become available. - 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. Qualifications - 3+ years Contact Center Workforce Management experience or related skills preferred. - High school diploma or GED required. 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. - Have open availability and flexibility to work within the programs operating hours, including weekends and holidays. - 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. - A commitment to team objectives and Didi Hirsch philosophies. - Successfully pass our pre-employment screening, including a background check and live scan fingerprinting. Benefits - 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. - Ask us about loan repayment programs you may qualify for by working at Didi Hirsch. Company Description Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible.
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