Workforce & Contact Center Systems Manager

About MediDrive

MediDrive is a rapidly growing Non-Emergency Medical Transportation (NEMT) technology company dedicated to improving access to healthcare by ensuring members have reliable, compliant, and compassionate transportation to their medical appointments. Our contact center is the operational backbone of that mission, coordinating rides, supporting members, and resolving issues with speed and care.

As we continue to scale across clients and programs, we are building a disciplined, data-driven contact center operation and are seeking a Workforce & Contact Center Systems Manager to manage workforce planning execution, scheduling, real-time performance, reporting, and contact center platform administration.

Position Summary

The Workforce & Contact Center Systems Manager is responsible for ensuring the contact center has the right number of productive resources, in the right place, at the right time to consistently meet contractual service level requirements.

This role is responsible for maintaining workforce forecasts and staffing models, building schedules, monitoring shrinkage and occupancy, managing interval-level coverage, adherence, and real-time workforce execution across internal and temporary resources. The position translates call volume, handle time, attrition, training, absenteeism, and operational changes into clear day-to-day staffing actions.

This role also serves as the primary business administrator of the Nextiva contact center platform, with responsibility for call routing, IVR configuration, queue management, agent setup, reporting integrity, and coordination with Nextiva on system issues.

Key Responsibilities

Workforce Planning & Capacity Management

• Maintain workforce forecasts across all clients and programs using approved operating assumptions and service-level requirements.

• Forecast workload using historical trends, seasonality, program changes, call arrival patterns, AHT, outbound workload, and known operational events.

• Build and maintain staffing models by client, queue, skill, day, and 30-minute interval.

• Calculate productive FTE requirements based on contractual service levels, operating hours, occupancy, shrinkage, absenteeism, attrition, training, nesting, and other non-productive time.

• Maintain clear visibility into required versus available productive FTE and identify capacity gaps before they impact service levels.

• Model the impact of hiring classes, training losses, attrition, schedule changes, temporary staffing, and automation on future staffing requirements.

• Provide clear productive staffing requirements to recruiting, training, and contact center leadership based on approved workforce plans.

Workforce Scheduling & Optimization

• Build and publish weekly and monthly schedules aligned to forecasted workload and contractual operating windows.

• Optimize shift start times, breaks, lunches, and part-time schedules to provide appropriate interval coverage.

• Balance staffing across programs and queues while protecting skill requirements and client-specific service levels.

• Identify overstaffed and understaffed intervals and recommend schedule changes to improve utilization and service performance.

• Coordinate with recruiting, training, and contact center leadership to reflect approved hiring classes and expected production dates in schedules and staffing plans.

Real-Time Workforce Management

• Monitor queue performance, staffing, service level, ASA, abandonment, adherence, occupancy, and agent availability throughout each operating day.

• Compare actual staffing to required staffing by interval and initiate corrective action when coverage falls below plan.

• Execute intraday staffing adjustments including breaks, lunches, skill assignments, queue movement, overtime, and voluntary time off.

• Manage schedule adherence and exception reporting and provide supervisors with timely visibility into attendance and adherence issues.

• Follow and execute established escalation procedures for unexpected call volume, staffing shortages, system outages, or service-level deterioration.

Nextiva & Contact Center Systems Administration

• Own Nextiva, MediDrive’s contact center platform, including day-to-day administration, configuration, user setup, reporting, and ongoing system optimization.

• Configure and maintain Nextiva call flows, IVR menus, queues, routing rules, business hours, skills, and skill-based routing logic.

• Manage Nextiva agent profiles, permissions, queue assignments, skill groups, and system access.

• Troubleshoot Nextiva call routing issues, queue anomalies, reporting discrepancies, and system performance degradation.

• Serve as the primary operational owner and point of contact for Nextiva, including vendor escalations, issue resolution, maintenance, upgrades, and platform changes.

• Coordinate testing and validation of platform changes before they are introduced into production.

• Validate that system reporting accurately reflects operational performance before data is used for executive or client reporting.

Hands-on experience administering Nextiva contact center software is strongly preferred.

Reporting & Operational Analytics

Track, analyze, and report on core contact center and workforce metrics, including:

• Service Level, Average Speed of Answer (ASA), Abandon Rate, and Average Handle Time (AHT)

• Calls Offered, Queued, Answered, and Abandoned; call arrival patterns and outbound workload

• Occupancy, Schedule Adherence, Agent Utilization, Shrinkage, Attendance, and Absenteeism

• Productive FTE, Required versus Available Staffing, Forecast Accuracy, and Training/Nesting Capacity

• Attrition, New-Hire Retention, and Productive Staffing Capacity

• Produce daily, weekly, and monthly reporting for contact center leadership and executive stakeholders.

• Maintain a consistent source of truth and reconcile discrepancies between Nextiva, workforce, attendance, and operational reporting.

• Identify the underlying drivers of service-level changes and translate data into clear staffing and capacity actions.

Qualifications

• 5+ years of contact center workforce management, capacity planning, staffing operations, or related experience.

• Demonstrated hands-on experience with forecasting, scheduling, real-time workforce management, and capacity planning in a complex contact center environment.

• Strong understanding of service-level staffing models, occupancy, shrinkage, adherence, and interval-based workforce planning.

• Experience managing workforce requirements across multiple queues, skills, clients, or programs.

• Experience incorporating attrition, absenteeism, training, and hiring plans into staffing forecasts.

• Experience administering contact center platforms, with hands-on Nextiva administration strongly preferred.

• Advanced proficiency in Excel or Google Sheets with demonstrated ability to build, audit, and maintain complex workforce models.

• Ability to translate complex workforce data into clear operational reporting and staffing actions for leadership.

Preferred Qualifications

• Hands-on experience administering Nextiva in a contact center environment is strongly preferred; experience with workforce management platforms such as NICE, Verint, Calabrio, or similar tools is a plus.

• Experience supporting contact center operations of 100+ agents.

• Experience scheduling and monitoring internal employees and temporary staffing resources.

• Experience building workforce models or staffing plans from scratch in a rapidly growing or changing environment.

• Experience with multi-client or multi-program operations with different service-level requirements and operating windows.

• Familiarity with HIPAA requirements or experience in healthcare, NEMT, health plan, or insurance environments.

• Experience developing executive-level workforce and operational reporting.

Work Environment

This is a remote role supporting a fast-paced healthcare transportation operation. The position requires close coordination with contact center leadership, supervisors, training, recruiting, and other operational teams across multiple programs to execute approved workforce plans.

Staffing requirements can change quickly based on call volume, member needs, client requirements, attrition, training, absenteeism, and operational events. The successful candidate must be comfortable operating in that environment, working independently, and managing day-to-day workforce execution with a high level of accuracy and urgency.

Why MediDrive

At MediDrive, transportation is more than logistics - it is a critical link in the chain of healthcare access. Our contact center team ensures members get to the care they need, when they need it. We are building a scalable, data-driven contact center operation, and this role will be responsible for executing the workforce processes, systems administration, and daily operating discipline required to consistently deliver for our members and clients.