Hotline Workforce Optimization Manager
Apply NowCompany: EveryMind, Inc.
Location: Rockville, MD 20850
Description:
Exciting New Position!
On July 16, 2022, the National Suicide Prevention Lifeline will transition to 988, rolling out as an easy-to-remember 3-digit phone number across the country. This is a major milestone in our nation's history. As a local 988 call center, EveryMind has been diligently preparing for this change. We have secured additional resources to support an anticipated tripling in demand for our services. EveryMind and our hotline are growing, with numerous job opportunities for candidates interested in joining our incredible team!
EveryMind is seeking fora Full-time Workforce Optimization Manager. Our ideal candidate is responsible for leading all functions of workforce management including forecasting workload, recommending staffing levels, scheduling, assessing real-time monitoring of contact center performance, analyzing results to make recommendations, and optimizing usage of contact center routing, resources, and communicating intra-day performance for Hotline.
Why Join EveryMind?
We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to Work by Bethesda Magazine.
EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great life-work balance.
Our competitive compensation package includes:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Monitor and maintain processes related to the daily functioning of the Hotline, including workload distribution, monitor phone queue and chat/texts, user follow-up, closing cases, and maintain front-end messages and system availability. Support and review 24/7 schedule of call and chat/text specialists to make staffing recommendations to management team based on analysis of real-time performance. Provide management team information and analysis regarding workload, traffic distribution, and service performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications). Define work mode usage for consistent measurement of interaction handling related to the usage of systems and tools utilized to manage calls, chats, texts, and cases. Develop staffing models, forecasts, and scheduling to support Hotline objectives. Provide recommendations to improve business trends, processes, service levels, and key performance metrics in a client focused multi-channel contact center environment. Represent Hotline on cross functional projects, system enhancements, vendor selection, IVR design, and other technology initiatives. Develop regular forecasts of workload including long-range strategic, medium-term business planning, and short-term operational staffing requirements and scheduling. Research, forecast, and report on demand drivers and environmental changes. Review forecasts for accuracy at different levels and subsets across multiple functional areas, to include measurement points and intraday intervals. Perform analysis of Hotline data to provide insight into reasons for contacts, employee performance, forecast variances, metric variances, cost per contact, and other data relative to performance. Collaborate with leadership to provide ongoing analysis of and recommendations to improve Hotline performance relative to strategic metrics, including service levels, occupancy, adherence, and client experience. Facilitate regularly scheduled planning meetings with Hotline leadership team and HR to review current staff levels, near-term forecasted staff levels, and create a plan for hiring, training, and transitioning new specialists. Leverage data, results, knowledge, and trends, present impact analysis and recommendations for action/implementation. Plan, organize, and control resources for optimal utilization to deliver appropriate service. Other duties as assigned.
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.
Education:
Bachelor's degree required. Master's degree preferred.
Experience:
Skills:
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, vendor partners and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
Physical Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Some work hours will be during core business hours (between 9 - 5pm, M - F). Must be available for some 24/7 support to staff and system technical needs. Employee can work hybrid schedule with approval of supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.
The employee is also required to travel to different locations.
Full COVID-19 vaccination is required for this position. New hires must be fully vaccinated by the first day of work. (Accommodations may be made for Medical or Religious reasons). If not vaccinated employees must undergo weekly COVID-19 testing. The option for weekly testing is only for certain positions. Please note that many EveryMind contracts and programs require Full COVID-19 vaccination as a condition of employment. If accommodations are needed, please contact the HR Department.
Thank you for your interest in EveryMind. Part of our screening process is to complete an online assessment for Hotline Workforce Optimization Manager.
Please click the following link to get started.
On July 16, 2022, the National Suicide Prevention Lifeline will transition to 988, rolling out as an easy-to-remember 3-digit phone number across the country. This is a major milestone in our nation's history. As a local 988 call center, EveryMind has been diligently preparing for this change. We have secured additional resources to support an anticipated tripling in demand for our services. EveryMind and our hotline are growing, with numerous job opportunities for candidates interested in joining our incredible team!
EveryMind is seeking fora Full-time Workforce Optimization Manager. Our ideal candidate is responsible for leading all functions of workforce management including forecasting workload, recommending staffing levels, scheduling, assessing real-time monitoring of contact center performance, analyzing results to make recommendations, and optimizing usage of contact center routing, resources, and communicating intra-day performance for Hotline.
Why Join EveryMind?
We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to Work by Bethesda Magazine.
EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great life-work balance.
Our competitive compensation package includes:
- Highly Competitive/ Advanced Base Salary
- Medical, dental, and vision insurance options
- 401K matching benefit
- Highly Generous Leave Schedule (Vacation, Sick, PTO, Volunteer days, Mental Health Days, Birthday leave, and much more)
- Pay Increases
- Professional Development and Growth Opportunities
- Employee Assistance Program
- Flexible Schedule
- Referral Bonus Program
- Sensible Caseload management
- Employee Discount Program
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.
Education:
Bachelor's degree required. Master's degree preferred.
Experience:
- 2+ years of experience in Workforce Management, preferably in multi-channel contact centers.
- 2+ years of supervisory experience.
- Experience with Workforce Management software (scheduling, performance tracking, reporting)
Skills:
- Subject Matter Expert on Workforce Management, Workforce Optimization for Contact Center(s), participating in selection and oversight with WFM technology software administration
- Detailed oriented with the ability to manage and interact with both clients, staff, and management
- Knowledge of scheduling for 24-hour operations
- Highly developed analytical skills for reviewing and analyzing data, communicating actionable information/recommendations
- Skills in complex problem solving, judgment, critical thinking, and decision-making
- Analytical and mathematical proficiency
- Ability to communicate clearly through verbal and written communication
- Computer skills
- Familiarity with contact center technology
- Comfortable using forecasting tools/methods
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, vendor partners and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
Physical Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Some work hours will be during core business hours (between 9 - 5pm, M - F). Must be available for some 24/7 support to staff and system technical needs. Employee can work hybrid schedule with approval of supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.
The employee is also required to travel to different locations.
Full COVID-19 vaccination is required for this position. New hires must be fully vaccinated by the first day of work. (Accommodations may be made for Medical or Religious reasons). If not vaccinated employees must undergo weekly COVID-19 testing. The option for weekly testing is only for certain positions. Please note that many EveryMind contracts and programs require Full COVID-19 vaccination as a condition of employment. If accommodations are needed, please contact the HR Department.
Thank you for your interest in EveryMind. Part of our screening process is to complete an online assessment for Hotline Workforce Optimization Manager.
Please click the following link to get started.