Manager, Workforce Operations and Service Delivery
New
P
Postpartum Support InternationalMaternal mental health
Remote, United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Five years of experience in workforce management, staffing operations, or contact center/call center operations, including at least two years in a supervisory or management capacity.
- Required Skills
- Salesforce
Requirements
- Bachelor's degree in psychology, social work, healthcare or human services administration, public health, or a related field, or equivalent experience.
- Active, unrestricted professional state or national licensure or certification in good standing.
- Five years of experience in workforce management, staffing operations, or contact center/call center operations.
- At least two years of supervisory or management experience.
- Demonstrated experience in perinatal mental health service delivery and working with diverse populations.
- Knowledge of maternal health issues, perinatal mood disorders, and related topics.
- Experience with staffing models, shift-based scheduling, and workforce coverage analysis.
- Proficiency with contact center/workforce management platforms such as NICE CXOne and CRM/case management systems such as Salesforce.
- Strong analytical skills, including building and maintaining staffing trackers, FTE/headcount models, and shift-coverage gap analyses.
- Experience supervising remote or distributed staff.
- Must be available for emergency on-call duty outside standard business hours and work nontraditional periods as operational needs require.
- Must complete and clear a Non-Sensitive Tier II - Moderate Check and Clearance background check administered by HHS/HRSA.
Responsibilities
- 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.
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