Strategic Workforce & Contact Center Systems Lead

MediDrive, LLC; Glen Allen (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

MediDrive seeks a Workforce & Contact Center Systems Manager to own workforce planning, staffing optimization, and Nextiva platform administration. Based in Glen Allen, VA, this hybrid role drives forecasting, scheduling, and real-time decisions to meet service levels across programs.

You will lead analytics on call volume, occupancy, and agent performance, configure IVR and routing in Nextiva, and partner with operations leaders to ensure a responsive, compliant contact center that scales with

Qualifications

• 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.

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.

Skills

Forecasting

Scheduling

Real-time management

Excel proficiency

Data analytics

Problem solving

Tools

Nextiva

NICE

Verint

Calabrio

Job description

MediDrive seeks a Workforce & Contact Center Systems Manager to own workforce planning, staffing optimization, and Nextiva platform administration. Based in Glen Allen, VA, this hybrid role drives forecasting, scheduling, and real-time decisions to meet service levels across programs.

You will lead analytics on call volume, occupancy, and agent performance, configure IVR and routing in Nextiva, and partner with operations leaders to ensure a responsive, compliant contact center that scales with