Didi Hirsch Mental Health Services

Workforce Management Specialist I

Skills

Complex SystemsContact CentersData CollectionEasily AdaptableHealthcareLeadershipScreening

Role

What the job involves

The main requirements, responsibilities and hiring steps.

3+ years Contact Center Workforce Management experience or related skills preferred
High school diploma or GED required
Bachelor’s degree preferred
Experience with 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 and a quiet confidential workspace
Be empathetic flexible and adaptable
Have open availability 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 skills
Have outstanding communication skills
Be exceptional at multi-tasking and time management
Be a goal-oriented team player
Commit to team objectives and Didi Hirsch philosophies
Successfully pass pre-employment screening including background check and live scan fingerprinting

Manage real-time workforce operations for crisis call chat and text teams
Create and maintain daily weekly and monthly schedules for per diem and volunteer counselors to ensure strong coverage
Monitor call volumes queues and agent availability and take immediate corrective action to protect service levels
Generate performance reports review staffing needs and recommend process improvements to improve operational efficiency