Workforce Management Specialist at Contact Community Services Inc

Position Title: Workforce Management Specialist

Location: Contact Community Services, Inc

Open Date: 10/8/2024

Category: Mental Health

Description:

Background check required

General Information

Position Title:

Workforce Management Specialist, FT

Location:

Main Office/Hybrid

Date:

August 12, 2024

Reporting Relationship(s):

Center Functions Manager

Hours:

30 – 37.5 hours/week, as scheduled

FLSA Classification:

Non-exempt

Hourly - $ 25.00 - $ 27.00

General Summary

The Workforce Management Specialist is responsible for ensuring the efficient and effective operation of the Crisis Services call center. They will oversee the scheduling and management of call center agents to meet service level objectives and maximize resource utilization. This position also provides administrative support for the division’s hiring and onboarding processes, analyzes historical and current call volume data to determine appropriate staffing levels, and supports workforce wellness initiatives.

Duties and Responsibilities

• Analyze contact center patterns, including volumes, trends, and attrition rates to identify call center scheduling needs
• Utilize the analysis results to forecast contact center workload and build scheduling plans to meet service level objectives
• Work with management team to maintain and adjust staffing schedule assignments to ensure contact center key performance indicators are met
• Track and maintain list of current open positions and provide administrative support during the hiring process
• Maintain accurate records of candidate applications, resumes, and interview feedback.
• Conduct candidate screenings, coordinate interviews, verify references, and communicate with applicants
• In collaboration with Operations Manager and Center Functions Manager, develop onboarding protocol for equipment and account management
• Work with other technology personnel to troubleshoot technology issues when necessary
• Plan and coordinate wellness, recognition, and appreciation activities for the division
• Accept and perform other duties as assigned to contribute to the overall success of Contact’s mission and goals.

Education Requirements

Associates degree in related field required, bachelor’s degree preferred.

Previous Experience Requirement

Must have a minimum of 2 years of related experience scheduling multi-program operations

Knowledge and Skills Needed to Perform Effectively in this Position

• Accurate attention to detail.
• Strong verbal and written communication skills.
• Interpersonal skills
• Ability to prioritize and organize.
• Above average technical experience with a variety of software programs.
• Administrative and clerical skills sufficient to perform all job duties.

Additional Requirements

• A sense of responsibility and commitment to Contact Community Services and its mission
• High energy, patience, and controlling one’s emotions, as well as the ability to think analytically in a high-stress environment
• Strong attendance and punctuality
• Understanding of personal wellness
• Occasional evening or weekend hours required

This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; answering the phone
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

Full-Time/Part-Time: Full-Time

Exempt/Non-Exempt: Non-Exempt

Shift: Days

EOE

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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