Remote Workforce & Contact Center Manager

MediDrive LLC; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

MediDrive is seeking a Workforce & Contact Center Systems Manager to scale a data-driven, remote support operation across multiple programs. You will own forecasting, scheduling, real-time workforce management, and Nextiva platform administration.

The role focuses on maintaining staffing models, building interval-based schedules, and delivering actionable reporting to leadership while ensuring service levels across client programs.

Qualifications

• 5+ years of contact center workforce management, capacity planning, staffing operations, or related experience.
• Hands-on forecasting, scheduling, real-time capacity planning for complex multi-queue environments.
• Strong understanding of service-level staffing models, occupancy, shrinkage, adherence.
• Experience across multiple queues, clients, or programs.
• Hands-on Nextiva administration preferred.
• Advanced proficiency in Excel or Google Sheets.
• Ability translating complex data into clear operational reporting.

Responsibilities

• Maintain forecasts for all clients and programs.
• Forecast workload using historical trends and seasonality.
• Build staffing models by client, queue, skill, day, and interval.
• Determine productive FTE requirements based on service levels and occupancy.
• Provide staffing requirements to recruiting, training, and leadership.
• Own Nextiva administration and platform optimization.
• Track and report on service levels and workforce metrics.
• Monitor real-time performance and adjust staffing as needed.

Skills

Forecasting

Scheduling

Real-time WFM

Capacity planning

Excel proficiency

Reporting

Tools

Nextiva

NICE/Verint/Calabrio

Job description

MediDrive is seeking a Workforce & Contact Center Systems Manager to scale a data-driven, remote support operation across multiple programs. You will own forecasting, scheduling, real-time workforce management, and Nextiva platform administration.

The role focuses on maintaining staffing models, building interval-based schedules, and delivering actionable reporting to leadership while ensuring service levels across client programs.