Workforce Capacity Planning Manager

Tbwa Chiat/Day Inc; United States; Remote; USD 107,000 - 140,000; Full time

Job summary

An innovative firm is seeking a Workforce Capacity Planning Manager to drive strategic planning and execution in customer operations. This role involves analyzing historical data and predicting future trends to optimize staffing levels for both Full-Time Employees and Business Process Outsourcing resources. The ideal candidate will have a strong background in workforce capacity planning, customer support metrics, and data analysis. Join a mission-driven team that is committed to enhancing customer satisfaction and operational efficiency in a rapidly growing environment. If you are passionate about data-driven decision-making and enjoy working independently, this opportunity is perfect for you.

Qualifications

• Proven experience in workforce capacity planning in customer support.
• Strong proficiency in data analysis and reporting tools.

Responsibilities

• Develop and maintain headcount forecasts based on historical data.
• Analyze call volume and handle time to determine staffing levels.
• Collaborate with BPO partners for capacity planning.

Skills

Workforce capacity planning

Data analysis

Customer support metrics

Proficiency in Excel

SQL

Workforce Management Software

Attention to detail

Tools

Support Scheduling Software

Assembled (workforce management software)

Job description

Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we’ve empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.

What You’ll Be Doing:

The Workforce Capacity Planning Manager is responsible for the strategic planning and execution of headcount forecasting and capacity management for both Full-Time Employee (FTE) and Business Process Outsourcing (BPO) resources within the Customer Operations department. This role ensures optimal staffing levels to meet service level agreements (SLAs), optimize costs, and enhance customer satisfaction. The Lead will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.

• 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.
• Own 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.

The salary range for this position is $107,000 - $140,000 USD.

You’ll Be a Good Fit If:

• You have proven 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.
• Bonus points if you have experience with Assembled (workforce management software).

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.

Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.