Remote Manager, Workforce Planning

Summary

The job is for a Workforce Planning Manager at Aledade, a public benefit corporation that empowers independent primary care. The role involves developing strategic initiatives to enhance the experiences of agents, patients, and practices while improving efficiency. The ideal candidate should have at least 10 years' experience in forecasting, scheduling, reporting, and planning within a high-demand contact center.

Requirements

• A minimum of 10 years' experience in forecasting, scheduling, reporting, and planning within a high-demand, inbound/outbound, omni-channel contact center
• At least 5 years' experience leading a workforce management team, including Real Time, Forecasting, and Reporting analysts
• Extensive experience optimizing shrinkage, occupancy, service levels, abandonment rates, contact and conversion rates
• Experience with scheduling and load balancing to efficiently handle workload peaks and valleys against forecast
• Experience developing long term strategic workforce management models to support new industry, growth, and IPO verticals
• Ability to adapt to change and implement quickly based on needs of the company

Responsibilities

• Responsible for short and long-term forecasting, real-time monitoring, capacity planning, scheduling, and workload distribution to optimize staffing for SLA’s
• Generates reports and dashboards with data governance to identify trends and gather essential input for optimizing the effectiveness of various omnichannel campaigns
• Monitor productivity at individual and department levels with a focus on increasing contact and conversion rates
• Provides essential guidance for planning of shifts, training, vacation, and off-phone activities, focusing on service, efficiency, and employee experience
• Oversees the planning of numerous outbound campaigns, taking into account staffing while also ensuring the achievement of utilization and occupancy goals
• Responsible for implementation and ongoing support of all roster, staffing, attendance, and attrition trackers
• Educate team members, managers, and trainers on how to utilize workforce planning tools and methodologies
• Articulate the staffing requirements, providing advice on the shifts that are needed
• Guides the front-line leadership staff in formulating and implementing specific initiatives and yearly business objectives for the outreach teams
• Serves as a subject matter expert for contact center telephony reporting, documentation, and agent-facing system implementations

Preferred Qualifications

• Advanced proficiency in Excel, including modeling, algorithms, reporting, and macros
• Strong proficiency and implementation experience with CCaaS/UCaaS telephony platforms (RingCentral and Twilio preferred)
• Strong analytical abilities to interpret data, identify patterns and trends, and make data-driven decisions
• Expertise with workforce management systems, scheduling software (Erlang, etc) and time tracking tools
• Effective communication and collaboration skills with a drive to build trust and teach others

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners
• Robust time off plan (21 days of PTO in your first year, 2 Paid Volunteer Days & 11 paid holidays)
• 12 weeks paid Parental Leave for all new parents
• 6 weeks paid sabbatical after 6 years of service
• Educational Assistant Program & Clinical Employee Reimbursement Program
• 401(K) with up to 4% match
• Stock options