Workforce Management Specialist

Lucethealth; United States; Remote; USD 39,000 - 42,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Life and disability insurance

Parental leave

Flexible spending accounts

Tuition reimbursement

Remote work flexibility

Professional development opportunities

Job summary

Lucethealth is seeking a remote Workforce Management Specialist to optimize staffing and scheduling for our U.S.-based contact center. You will manage WFM systems, monitor performance, and support forecasting and reporting to drive service levels and efficiency.

The ideal candidate has 3+ years in WFM, strong data analysis, and experience presenting insights to leadership. This role offers remote work flexibility and opportunities for professional growth within a mission-driven behavioral health

Qualifications

• 3+ years of experience in workforce management supporting contact center or related operations.
• Experience with forecasting and scheduling across contact channels.
• Ability to analyze and summarize complex data related to call center tech.
• Experience presenting reports and recommendations to multiple levels.

Responsibilities

• Manage workforce management systems, schedules, and staffing plans to ensure coverage.
• Monitor real-time performance, service levels, and schedule adherence; escalate risks.
• Support forecasting, data maintenance, and documentation.
• Generate and distribute workforce reports and dashboards; support process improvements.

Skills

Workforce management

Data analysis

Forecasting & scheduling

Communication skills

Analytical skills

Education

High School Diploma or equivalent

Tools

Interactive Intelligence

Job description

United States Location/Remote
United States

• Remote
• Team Member
• Full-Time
• Requisition #: WORKF002696

Description

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our purpose is to advocate for and improve the overall well-being of those we serve, through balanced treatment of the mind and body.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Why Join our Team

At Lucet, we’re committed to creating a workplace where top talent thrives both personally and professionally. We offer a dynamic, mission-driven environment where your work has real impact, your unique background and experience are valued, and no two days are alike. If you’re passionate about meaningful work and delivering impactful results, we encourage you to apply!

We support our team with a competitive compensation and benefits package, including:

• Hourly compensation between $28.30 - $30.60, PLUS an annual performance-based, discretionary incentive.
• *Compensation is dependent on non-discriminatory factors including but not limited to an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
• Comprehensive health benefit options: Medical, dental, and vision coverage
• 401(k) with competitive employer match
• Company-paid life and disability insurance
• Paid parental leave and wellbeing incentives
• Flexible spending accounts for healthcare and dependent care
• Professional development opportunities and tuition reimbursement
• Remote work flexibility (role-dependent)
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.

At Lucet, your work will directly support our mission to improve behavioral, physical, and social health—one member at a time.

What You Will Do - Essential Functions

The Workforce Management Specialist supports the operational effectiveness of contact center services by administering workforce management systems, maintaining schedules, monitoring real-time performance, and producing workforce reporting. This role is responsible for supporting staffing optimization, schedule adherence, service level attainment, and workforce administration activities through the use of workforce management tools and established operational processes. This role assists with forecasting, reporting, workforce planning activities, and operational support, while collaborating with leaders and business partners to address staffing needs, service level risks, and workforce performance concerns. This position serves as a key resource for workforce administration and contributes to continuous improvement initiatives that enhance operational efficiency, customer service delivery, and workforce management practices.

Workforce Operations

Manage workforce management systems, schedules, and staffing plans to ensure appropriate coverage, support operational needs, and coordinate time off, training, meetings, and other workforce activities.

Monitor real-time call center performance, service levels, queue metrics, and schedule adherence, escalating risks and implementing corrective actions to address staffing challenges, service disruptions, or performance issues.

Forecasting & Workforce Administration

Support workforce forecasting and planning by maintaining accurate scheduling data, staffing information, workforce management records, and related documentation.

Analyze forecasted versus actual workload volumes, staffing levels, and performance metrics to identify variances and support operational reporting and workforce management decisions.

Reporting & Operational Support

Generate and distribute workforce management reports, dashboards, and performance metrics to track service levels, staffing utilization, schedule adherence, occupancy, and overall workforce effectiveness.

Communicate service level risks and operational concerns to leadership, support stakeholder and vendor relationships, and contribute to process improvements, reporting enhancements, and workforce management system initiatives.

Who You Are

• Required Qualifications
• High School Diploma or equivalent
• 3+ years of experience in workforce management supporting contact center, clinical operations, back-office, or related business functions.
• Experience working with and troubleshooting the Interactive Intelligence telephony system and workforce management solution is desired
• Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies
• Intermediate experience with forecasting and scheduling predictions across all contact channels
• Experience presenting reports, forecasts, trends and recommendations to multiple levels.
• Superior oral and written communication skills
• Analytical and data mining skills
• Knowledge and experience with call flow technologies and strategies
• Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen.
• Someone who embodies our values by:
• Serving everyone with compassion and leading with empathy.
• Stepping up and creating value by taking charge and acting when there is an opportunity.
• Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
• Nurturing growth and belonging by respecting and celebrating everyone for who they are.
• Proven written and oral communication skills
• Organizational skills
• Demonstrated leadership
• Willingness to work within a collaborative, team-oriented environment.
• Ability to multi-task and manage multiple priorities and commitments concurrently
• Must be a self-starter and have the ability to work independently
• Working Conditions:
• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting) required.
• Frequent use of computer and phone systems
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.

We encourage applicants from a variety of backgrounds and experiences to apply, especially those who can demonstrate how their unique qualifications and skills align with the requirements of this role and support our mission to improve whole-person health.

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.