- Administer nontraditional work schedules and ensure they are staffed, documented, and applied consistently.
- Own the staffing model and workforce tracker, including headcount, FTE, vacancies, role buckets, and shift coverage.
- Monitor and close shift-coverage gaps, manage vacancy and backfill processes, and track time-to-fill.
- Own and monitor the Model Fit metric and flag structural staffing-model gaps.
- Lead the Hotline training program, including curriculum, materials, delivery, onboarding, and refreshers.
- Observe training sessions, gather feedback, and use performance and quality data to improve training.
- Oversee day-to-day service delivery and ensure adequate live coverage across all shifts.
- Maintain emergency on-call availability and coordinate the on-call rotation for Hotline Services Supervisors and Clinical Supervisors.
- Use contact center and workforce systems, such as NICE CXOne, to monitor coverage, staffing adherence, and call volume.
- Provide live phone, text, and web chat support during an anticipated surge when requested during scheduled working hours.
Salesforce