Workforce Management Specialist I

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.
                                                                                                                                                                  

Position Requirements 

• 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.