Remote Manager, Strategic Workforce Planning

Summary

Join our growing team at Clipboard Health, a fast-growing tech startup revolutionizing the market for healthcare talent. As the Strategic Workforce Planning Manager, you will be responsible for forecasting volumes, creating schedules, and managing agents in assigned customer queues.

Requirements

• Math: you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel
• Attention to detail: you cross all the T's and dot all the I's, making sure nothing is overlooked
• Experience: You have created schedules and forecasts before and have strong mental models for how a workforce should be managed

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

Benefits

This is a fully remote position