Manager, Workforce Planning

Summary

Join Aledade as a Manager, Workforce Planning and play a pivotal role in developing strategic initiatives for A+ Patient Engagement teams. You will be responsible for short and long-term forecasting, real-time monitoring, capacity planning, scheduling, and workload distribution to optimize staffing. Generate reports and dashboards to identify trends and optimize omnichannel campaigns. Monitor productivity and provide guidance for shift planning, training, and vacation. Oversee outbound campaign planning and implement staffing trackers. Educate team members on workforce planning tools and articulate staffing requirements. Guide front-line leadership in implementing business objectives and serve as a subject matter expert for contact center reporting. This role requires a minimum of 10 years of experience in workforce management within a contact center and 5 years leading a workforce management team.

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
• Experience leveraging third party BPO vendors
• 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)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options