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Workforce Capacity Planning Manager

Workforce Capacity Planning Manager for FTE and BPO resources.
Grow Therapy
Remote
United States
USD 107,000 - 140,000
Job Description
Grow Therapy is seeking a Workforce Capacity Planning Manager to strategically plan and execute 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 ideal candidate will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.

The role involves:
  • Developing and maintaining accurate short-term and long-term headcount forecasts.
  • Analyzing call volume and handle time to determine optimal staffing levels.
  • Creating and managing capacity models to project resource needs.
  • Forecasting and managing the needs of both FTE and BPO resources.
  • Collaborating with BPO partners on capacity planning and performance management.
  • Working with finance on budget related to headcount and BPO expenses.
  • Optimizing Customer Support across communication channels.
  • Partnering with Leads, Managers, Strategy Leads to develop and implement workflows.

Requirements:
  • Proven experience in workforce capacity planning, preferably in a customer support environment with headcount distributed across FTE and BPO populations.
  • Strong understanding of customer support metrics and KPIs.
  • Proficiency in data analysis and reporting tools (e.g. Excel, SQL, and Workforce Management Software).
  • Successful working independently and remotely.
  • Enthusiasm for managing scheduling software.
  • Skilled in analyzing data to inform strategic decision-making.

Grow Therapy offers:
  • Comprehensive health insurance plans, including dental and vision.
  • Flexible working hours.
  • Flexible Time Off.
  • Company-wide winter break.
  • Mental health mornings (2 hours each week).
  • Wellness Stipend.
  • Continuous learning opportunities.
  • Competitive salary.
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Grow Therapy

Grow Therapy is a technology-driven marketplace dedicated to transforming mental healthcare. It connects therapists with clients, while also supporting insurance payors by increasing access and affordability. Empowering therapists to grow their practices, Grow Therapy serves hundreds of thousands of clients nationwide, addressing the growing need for accessible, high-quality mental healthcare. The company leverages technology and innovation to improve therapeutic relationships and outcomes, including AI-powered features and a dedicated telehealth platform.

All Jobs at Grow Therapy (17)