Workforce Capacity Planning Manager

Summary

Join Grow Therapy as their Workforce Capacity Planning Manager and strategically plan and execute headcount forecasting and capacity management for FTE and BPO resources within the Customer Operations department. You will ensure optimal staffing levels to meet SLAs, optimize costs, and enhance customer satisfaction. This role involves analyzing historical data, predicting future trends, and collaborating with cross-functional teams. The ideal candidate possesses proven experience in workforce capacity planning, strong data analysis skills, and proficiency in relevant tools. Grow Therapy offers a competitive salary, comprehensive benefits, and the opportunity to make an impact in the mental healthcare landscape.

Requirements

• You have proved experience in workforce capacity planning, preferably in a customer support environment with headcount distributed across FTE and BPO populations
• You have a strong understanding of customer support metrics and KPIs
• You have strong proficiency in data analysis and reporting tools (e.g. Excel, SQL, and Workforce Management Software)
• You pride yourself on skills development and further learning
• You are successful working independently and remotely, and adapt well to changing priorities and customer needs
• You are enthusiastic about the opportunity to manage scheduling software that enables teams to maximize efficiency and optimize their working hours
• You are skilled in analyzing data to inform strategic decision-making and possess a strong attention to detail, understanding how individual data points contribute to broader trends and insights

Responsibilities

• Develop and maintain accurate short-term and long-term headcount forecasts based on historical data, seasonality, business trends, and anticipated growth
• Analyze call volume, handle time, and other relevant metrics to determine optimal staffing levels across all support channels
• Create and manage capacity models to project resource needs and identify potential gaps or surpluses
• Forecast and manage the needs of both FTE and BPO resources, balancing cost and service level objectives
• Collaborate with BPO partners to ensure alignment on capacity planning, forecasting, and performance management
• Work with finance on the budget related to headcount and BPO expenses
• Owning our Support Scheduling Software in order to optimize Customer Support across our channels of communication
• Partner with Leads, Managers, Strategy Leads to develop and implement workflows, reports, and other related initiatives to ensure our staffing is successful

Preferred Qualifications

Bonus points if you have experience with Assembled (workforce management software)

Benefits

• Comprehensive health insurance plans, including dental and vision
• Flexible working hours and location (remote OR in-office, your choice!)
• Flexible Time Off
• Company-wide winter break
• Mental health mornings (2 hours each week)
• Team meditation
• Wellness Stipend
• In-office lunch and bi-weekly remote lunch on us!
• Continuous learning opportunities
• Competitive salary
• The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities