Workforce Management Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $28 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Lucet

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Lucet is a tech-enabled behavioral health company that combines human care teams and digital tools to connect individuals to timely, in-network mental health and substance-use care. It partners with health plans, employers, providers, and members through portals (employer/HR, member, provider, partner) and services such as EAP, care navigation, and provider resources to optimize access, quality, and value-driven behavioral healthcare.

📋 Description

• Administer workforce management systems, schedules, and staffing plans • Ensure appropriate coverage and coordinate time off, training, meetings, and other workforce activities • Monitor real-time call center performance, service levels, queue metrics, and schedule adherence • Escalate risks and implement corrective actions for staffing challenges, service disruptions, or performance issues • Support workforce forecasting and planning • Maintain accurate scheduling data, staffing information, workforce management records, and documentation • Analyze forecasted versus actual workload volumes, staffing levels, and performance metrics • Generate and distribute workforce management reports, dashboards, and performance metrics • Track service levels, staffing utilization, schedule adherence, occupancy, and workforce effectiveness • Communicate service level risks and operational concerns to leadership • Support stakeholder and vendor relationships • Contribute to process improvements, reporting enhancements, and workforce management system initiatives • Collaborate with leaders and business partners to address staffing needs and workforce performance concerns • Serve as a key resource for workforce administration and continuous improvement initiatives

🎯 Requirements

• High School Diploma or equivalent • 3+ years of experience in workforce management supporting contact center, clinical operations, back-office, or related business functions • Experience working with and troubleshooting the Interactive Intelligence telephony system and workforce management solution is desired • Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies • Intermediate experience with forecasting and scheduling predictions across all contact channels • Experience presenting reports, forecasts, trends and recommendations to multiple levels • Superior oral and written communication skills • Analytical and data mining skills • Knowledge and experience with call flow technologies and strategies • Ability to pass background check upon hire and throughout employment, including criminal, employment, education, sanctions, watchlist, sex offender registry, and 10-Panel Drug Screen checks • High-speed internet service with minimum download speed of 20 Mbps, upload speed of 5 Mbps, and maximum latency of 100 milliseconds • Quiet workspace with minimal background noise for calls • Ability to remain stationary and seated for long periods, communicate, inspect information, perform repetitive motions, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude • Proven written and oral communication skills • Organizational skills • Demonstrated leadership • Willingness to work collaboratively in a team-oriented environment • Ability to multitask and manage multiple priorities concurrently • Self-starter able to work independently

🏖️ Benefits

• Annual performance-based, discretionary incentive • Medical, dental, and vision coverage • 401(k) with competitive employer match • Company-paid life and disability insurance • Paid parental leave and wellbeing incentives • Generous paid time off, including volunteer time • Flexible spending accounts for healthcare and dependent care • Professional development opportunities and tuition reimbursement • Remote work flexibility (role-dependent) • Opportunity for meaningful personal and professional growth • Company-provided equipment

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