Operations Assistant, Workforce Management

Department: H2H, Workforce Management
Reports to: Workforce Management Supervisor
Location: Remote
Schedule: Full-time, Thursday through Monday, 3pm-11pm EST
Hourly Range: $27.47- $32.97

Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview:

The Operations Assistant is primarily responsible for monitoring and reporting on real-time queue performance, work states, and agent adherence while providing top tier service to our internal customers. 

Duties/Responsibilities:

• Monitor and react to fluctuations in staffing and call volume to maintain and quickly restore service level and ASA.
• Monitor the attendance line to report on and accurately track absenteeism.
• Prepare data for and regularly leads daily meetings with Supervisors to discuss current day’s performance.
• Update schedules consistently and promptly to reflect real time and future changes (including time off, overtime, shift schedule variations, additions, modifications etc.).
• Support WFM and Clinical Leadership to implement innovative labor management practices, in line with the needs of the business.
• Utilize queue data to provide analytical support and recommendations for staffing resources to meet objectives.
• Other duties as assigned.

Required Skills/Abilities:

• Strong functional analytical skills (tracking, trending and interpreting results).
• Process Improvement skills in a contact center environment.
• Strong knowledge of Microsoft applications including Outlook, Excel with the ability to create and maintain databases.
• Strong hands-on knowledge of workforce management tools and the ability to maintain them.
• Ability to balance multiple priorities with little or no direction.
• Ability to create well organized, accurate, and concise material and documentation for organizational use.

Required Qualifications:

• High school diploma/GED or above.
• Associate degree or 2+ years of experience in a Contact Center.

Physical Requirements:

• Must be able to remain in a stationary position for at least 50% of the time.
• Will frequently communicate over video calls with internal and external stakeholders as well as team members.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.