Customer Experience Workforce Manager

Summary

Join Alma, a leading provider of mental health care, as their innovative Workforce Management Manager. You will lead and evolve the Customer Experience workforce planning and scheduling program, building and shaping the future of the WFM function. This role involves developing and maintaining workforce management tools, forecasting staffing needs, delivering actionable insights, and fostering a data-driven culture. Over the first year, this individual contributor role is expected to grow into a team leadership position. The ideal candidate possesses strong analytical skills, experience in WFM program development, and excellent communication abilities. Alma offers a remote-first work environment and a comprehensive benefits package.

Requirements

• You have 4-8 years of workforce management experience in a multi-channel customer service environment, and demonstrated leadership and mentorship experience
• You have demonstrated experience in building or making key improvements to WFM programs and processes, such as expanding reporting for a new channel or introducing real-time schedule adherence
• You have strong analytical skills with advanced Excel and data visualization skills; Basic proficiency with SQL - can write basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements
• You have experience with WFM software platforms (e.g., Assembled, NICE, ADP)
• You have excellent problem-solving abilities with a track record of proactively identifying possible issues and leading data-driven decision making
• You have strong communication skills with ability to influence cross-functional stakeholders

Responsibilities

• Be a key decision maker in our workforce management strategies alongside CX and Operations leadership teams
• Lead the end to end development and maintenance of our workforce management tools and processes including staffing models, scheduling approaches, and monitoring to oversee real-time adherence
• Maintain accurate forecasting models for volume and staffing requirements based on channel, seasonality, and other factors
• Deliver actionable workforce insights, maintain transparent communication of current and forecasted metrics, and develop intuitive self-service reporting solutions to our CX and Operations leadership teams. Present regular performance updates to stakeholders
• Foster a data-driven culture focused on continuous improvement and operational excellence
• Collaborate with senior cross-functional stakeholders to align WFM strategies with business objectives
• Dependent on business needs, hire, lead, and develop a team of WFM specialists

Benefits

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO