Workforce Management Specialist

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
• Generous paid time off, including volunteer time
• 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.
• Competencies
• 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.