Workforce Management Specialist I

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟠 Senior

🔴 Lead

👻 Ghost score 0%

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Didi Hirsch Mental Health Services

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

🤝 Non-profit

🧘 Wellness

Healthcare • Non-profit • Wellness

Didi Hirsch Mental Health Services is a nonprofit organization that provides compassionate mental health, substance use, suicide prevention, and crisis counseling services to individuals, families, and communities, particularly those facing barriers to care. It operates 24/7 crisis hotlines (including Teen Line and the 988 Lifeline), offers outpatient and enhanced care programs, wildfire recovery and outreach, training and continuing education for mental health professionals and students, and runs community prevention and recovery initiatives. The organization also engages in fundraising, volunteer programs, public education, and partnerships to expand access to behavioral health care.

📋 Description

• Perform real-time management, capacity planning, and schedule administration as part of the Workforce Management Program • Develop workforce management reporting, KPI systems, and automated scheduling systems for 400+ frontline crisis call, chat, and text staff and volunteers • Create, manage, and generate daily, weekly, and monthly per diem and volunteer counselor schedules • Monitor real-time call volumes, queues, and agent availability, taking corrective action to maintain contractually obligated service levels • Administer and monitor the attendance line and notify leadership regarding tardiness or absences • Analyze absence impacts and make real-time staffing decisions to mitigate them • Generate and distribute real-time performance reports to leadership • Identify timeframes for breaks, lunches, training sessions, and meetings to minimize operational impact • Administer shift bids for new employees • Collaborate with leadership to solicit additional per diem coverage during peak times or call-volume surges • Approve or deny PTO requests based on operational requirements and company policies • Maintain detailed records of schedule changes, PTO approvals, and workforce-related activities for audit and compliance

🎯 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 preferred • Experience with SQL and Power-BI 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 • Have a quiet/confidential workspace • Have open availability and flexibility to work within the program’s 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 administrators of 988 • Have knowledge of job-specific skills including risk assessment and data collection • Possess strong interpersonal and communication skills • Be exceptional at multi-tasking and time management • Have experience working in large and complex systems • Commitment to team objectives and Didi Hirsch philosophies • Successfully pass pre-employment screening, including a background check and live scan fingerprinting

🏖️ Benefits

• $3.00 per hour differential when working between 12:30am-8:30am PST • Loan repayment programs may be available • Paid Time Off (PTO)