Manager, Strategic Workforce Planning

Summary

Join Clipboard Health's Customer Operations Workforce Management team as a Strategic Workforce Planning Manager. You will be responsible for forecasting agent volumes, creating and managing agent schedules, onboarding and offboarding agents, monitoring performance metrics, and conducting root cause analysis for service level agreement (SLA) issues. This fully remote position requires strong mathematical skills, exceptional attention to detail, and prior experience in workforce scheduling and forecasting. The role involves working with various tools such as Zendesk, Metabase, and Google Sheets. Success in this role will involve quickly mastering internal systems and consistently delivering accurate forecasts and schedules.

Requirements

• Be exceptionally good at math and comfortable navigating messy data. This includes being very good at Excel
• Possess exceptional attention to detail
• Have experience creating schedules and forecasts and have strong mental models for how a workforce should be managed
• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Forecasting volumes and revising forecasts when reality does not meet expectations
• Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings
• Closely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippage
• Providing clear root cause analysis of any dips to our response and resolution times
• Onboarding new agents into CBH systems in a timely manner
• Off-boarding former agents from CBH systems in a timely manner
• Tracking seat / license usage in various tools to ensure we are staying within budget
• Monitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hour
• Overseeing holiday schedule management
• Providing information to operational leaders on agent productivity and adherence

Preferred Qualifications

Experience with Metabase, Google Sheets, and Zendesk

Benefits

This is a fully remote position