Workforce & Contact Center Systems Manager

Job Description

Job Description

Job Title Workforce & Contact Center Systems Manager
Department Contact Center Operations
Reports To CXO – Chief Experience Officer
Work Arrangement Hybrid – Glen Allen, VA

About MediDrive

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.

Position Summary

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.

Key Responsibilities

Workforce Planning & Capacity Management

• 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

Workforce Scheduling & Optimization

• 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

Real-Time Workforce Management

• 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

Contact Center Systems Administration

• 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

Experience with Nextiva contact center software is highly preferred.

Reporting & Operational Analytics

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

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

Preferred Qualifications

• 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

Work Environment

This role is hybrid and based in our Glen Allen, VA, office . Candidates should be local to the Richmond/Glen Allen area and able to work on-site as needed to support contact center operations and collaborate with leadership. The role operates within a fast-paced healthcare transportation environment and requires close coordination with contact center leadership, operations teams, and supervisors across programs.

Why MediDrive

At MediDrive, transportation is more than logistics — it is a critical link in the chain of healthcare access. Our contact center team ensures members get to the care they need, when they need it. We are building a best-in-class operations organization, and this role

sits at the center of that mission. If you thrive in environments where your work directly impacts people’s lives and you want to grow with a company scaling rapidly across the country, MediDrive is the right place for you.