[Hiring] Workforce & Contact Center Systems Manager @5ad7fc17-5e92-4409-ada0-db6b1280cad2

Role Description

The Workforce & Contact Center Systems Manager is responsible for ensuring the contact center has the right number of productive resources, in the right place, at the right time to consistently meet contractual service level requirements.

• Maintain workforce forecasts and staffing models.
• Build schedules and monitor shrinkage and occupancy.
• Manage interval-level coverage, adherence, and real-time workforce execution.
• Translate call volume, handle time, attrition, training, absenteeism, and operational changes into clear day-to-day staffing actions.
• Serve as the primary business administrator of the Nextiva contact center platform.

Qualifications

• 5+ years of contact center workforce management, capacity planning, staffing operations, or related experience.
• Demonstrated hands-on experience with forecasting, scheduling, real-time workforce management, and capacity planning in a complex contact center environment.
• Strong understanding of service-level staffing models, occupancy, shrinkage, adherence, and interval-based workforce planning.
• Experience managing workforce requirements across multiple queues, skills, clients, or programs.
• Experience incorporating attrition, absenteeism, training, and hiring plans into staffing forecasts.
• Experience administering contact center platforms, with hands-on Nextiva administration strongly preferred.
• Advanced proficiency in Excel or Google Sheets with demonstrated ability to build, audit, and maintain complex workforce models.
• Ability to translate complex workforce data into clear operational reporting and staffing actions for leadership.

Requirements

• Hands-on experience administering Nextiva in a contact center environment is strongly preferred.
• Experience supporting contact center operations of 100+ agents.
• Experience scheduling and monitoring internal employees and temporary staffing resources.
• Experience building workforce models or staffing plans from scratch in a rapidly growing or changing environment.
• Experience with multi-client or multi-program operations with different service-level requirements and operating windows.
• Familiarity with HIPAA requirements or experience in healthcare, NEMT, health plan, or insurance environments.
• Experience developing executive-level workforce and operational reporting.

Benefits

• Remote role supporting a fast-paced healthcare transportation operation.
• Close coordination with contact center leadership, supervisors, training, recruiting, and other operational teams.
• Opportunity to work independently and manage day-to-day workforce execution with a high level of accuracy and urgency.