Workforce & Contact Center Systems Manager

Corporate Transportation Group•Glen Allen, VA

11d•Hybrid

About The Position

MediDrive is a rapidly growing Non-Emergency Medical Transportation (NEMT) technology company dedicated to improving access to healthcare by ensuring members have reliable, compliant, and compassionate transportation to their medical appointments. Our contact center is the operational backbone of that mission, coordinating rides, supporting members, and resolving issues with speed and care. As we scale across new clients and programs, we are building a high-performing contact center operation and are seeking a Workforce & Contact Center Systems Manager to own workforce planning, staffing optimization, and contact center platform administration. The Workforce & Contact Center Systems Manager is responsible for ensuring the contact center is properly staffed and operationally optimized to meet service level targets at all times. This role will forecast call volume, develop staffing models, build agent schedules, and drive real-time workforce adjustments that keep the operation running smoothly. This position also serves as the internal administrator of our Nextiva contact center platform, owning call routing, IVR configuration, queue management, and agent system setup. The ideal candidate is equally comfortable pulling staffing analytics as they are troubleshooting a call flow — analytical and operational in equal measure.

Requirements

3+ years of contact center workforce management, staffing operations, or related experience
Demonstrated experience with contact center forecasting, scheduling, and real-time management
Experience administering contact center platforms — Nextiva experience strongly preferred
Strong proficiency in Excel or Google Sheets; comfort building and maintaining complex staffing models
Experience managing service level performance and translating data into operational decisions
Strong analytical and problem-solving skills with a detail-oriented, process-driven mindset

Nice To Haves

Experience with enterprise workforce management platforms such as NICE, Verint, or Calabrio
Background supporting contact center operations of 50+ agents
Experience building workforce models or staffing plans from scratch in a growing or startup environment
Familiarity with HIPAA requirements or experience in healthcare, NEMT, or insurance environments
Exposure to multi-client or multi-program contact center environments

Responsibilities

Forecast call volume and workload demand using historical data, program trends, and operational inputs
Develop and maintain staffing models that ensure appropriate agent coverage across all operating hours
Calculate headcount requirements based on service level goals, shrinkage assumptions, and occupancy targets
Continuously refine forecasting models as call volumes, program mix, and client requirements evolve
Build and publish weekly and monthly agent schedules aligned to forecasted volume
Assign shifts, breaks, and lunches to maintain consistent intraday coverage
Balance staffing efficiently to minimize idle time while protecting service level performance
Adjust schedules proactively in response to forecast changes, attrition, or operational needs
Monitor queue performance, service levels, and agent adherence throughout each operating day
Execute real-time staffing adjustments in response to volume spikes or unexpected shortfalls
Manage schedule adherence reporting and agent occupancy tracking
Partner with supervisors and team leads to coordinate rapid response to service disruptions
Own day-to-day administration of the Nextiva contact center platform and related system configurations
Configure and maintain call flows, IVR menus, queues, routing rules, and skill-based routing logic
Manage agent profiles, permissions, and skill group assignments
Troubleshoot and resolve call routing issues, platform anomalies, and system performance degradation
Serve as the primary point of contact with Nextiva and other platform vendors for technical issue resolution
Track, analyze, and report on core contact center performance metrics, including:
Service Level
Average Speed of Answer (ASA)
Abandon Rate
Average Handle Time (AHT)
Occupancy & Agent Utilization
Produce regular operational performance reports for contact center leadership and executive stakeholders
Identify patterns, inefficiencies, and opportunities to improve staffing efficiency and member service delivery