Workforce Capacity Planning Manager - Remote

Overview

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.

In Short

• Develop and maintain accurate short-term and long-term headcount forecasts.
• Analyze call volume, handle time, and other relevant metrics.
• Create and manage capacity models to project resource needs.
• Forecast and manage the needs of both FTE and BPO resources.
• Collaborate with BPO partners to ensure alignment.
• Work with finance on the budget related to headcount and BPO expenses.
• Own Support Scheduling Software for optimizing Customer Support.
• Partner with Leads to develop and implement workflows and reports.

Requirements

• Proven experience in workforce capacity planning.
• Strong understanding of customer support metrics and KPIs.
• Proficiency in data analysis and reporting tools (Excel, SQL).
• Ability to work independently and adapt to changing priorities.
• Skills in analyzing data for strategic decision-making.
• Experience with Assembled (workforce management software) is a plus.

Benefits

• Impact within the mental healthcare landscape.
• Comprehensive health insurance plans.
• Flexible working hours and location.
• Flexible Time Off.
• Company-wide winter break.
• Mental health mornings and team meditation.
• Wellness Stipend.
• Continuous learning opportunities.
• Competitive salary.
• Ownership of work and mentorship opportunities.