Workforce Optimization Manager

HopeLink Behavioral Health Seeks Passionate Workforce Optimization Manager!

Do you thrive in a fast-paced environment where you can make a real difference? HopeLink Behavioral Health, a beacon of hope for individuals facing behavioral health challenges for over 60 years, is seeking a Workforce Optimization Manager to join our dedicated team. In this role, you will play a pivotal role in ensuring our crisis hotline operates efficiently and effectively. You'll leverage your expertise in workforce management to optimize staffing, scheduling, and performance to support our mission of providing quality services and fostering a thriving community.

What You'll Do:

• Oversee all aspects of workforce management for the Hotline, including forecasting workload, scheduling staff, and monitoring real-time performance.

• Analyze data to identify trends and make recommendations for improving service levels, efficiency, and key metrics.

Develop and manage staffing models, forecasts, and schedules to meet department objectives.

• Represent the Hotline on cross-functional projects related to system enhancements, vendor selection, and technology initiatives.

Collaborate with leadership to analyze hotline performance and develop strategies for improvement.

• Leverage data and trends to present actionable insights and recommendations for optimizing resources and delivering exceptional customer service. Why HopeLink?
• Make a meaningful difference in the lives of individuals and families facing crisis.

Be part of a supportive and collaborative work environment.

Compensation & Benefits:

• Competitive salary and benefits package ($65-70K, Exempt, Essential Personnel).

• Full Benefits-, including medical, dental, vision, FSA, retirement plan with 100% match at date of hire, generous leave (vacation, personal days, sick), 11 paid holidays, mileage reimbursement, car detailing, tuition reimbursement, and more!

What We're Looking For:

• Bachelor's degree required, Master's in a related field preferred.2+ years of experience in Workforce Management, preferably in multi-channel contact centers.

• 2+ years of supervisory experience.

• Expertise in Workforce Management software (scheduling, performance tracking, reporting).

Strong analytical skills and the ability to translate data into actionable insights.

• Excellent communication, collaboration, and problem-solving skills.

• Comfort using forecasting tools and methods.

• Familiarity with contact center technology.

Ready to Make a Difference?

Join our team and help individuals achieve their employment goals. Apply Now!

HopeLink Behavioral Health is an Equal Opportunity Employer.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming