Manager, Workforce Planning
Job Summary
Job Description
Aledade is seeking a Manager, Workforce Planning to enhance strategic initiatives for A+ Patient Engagement teams. This role focuses on improving agent, patient, and practice experiences while boosting efficiency and service levels. Responsibilities include short and long-term forecasting, real-time monitoring, capacity planning, scheduling, and workload distribution to meet Service Level Agreements (SLAs). The manager will generate reports and dashboards with data governance to identify trends and optimize omnichannel campaigns, monitor individual and department productivity to increase contact and conversion rates, and guide shift planning, training, and vacation schedules for service, efficiency, and employee experience. The role also involves overseeing outbound campaign planning, ensuring utilization and occupancy goals, implementing and supporting trackers for roster, staffing, attendance, and attrition, and educating team members on workforce planning tools and methodologies. Additionally, the manager will articulate staffing requirements, advise on necessary shifts, and guide front-line leadership in developing and implementing specific initiatives and yearly business objectives for outreach teams. A subject matter expert for contact center telephony reporting, documentation, and agent-facing system implementations is also required.
Must have:
- Minimum 10 years experience in forecasting, scheduling, reporting, and planning in a high-demand, omni-channel contact center.
- At least 5 years experience leading a workforce management team.
- Extensive experience optimizing shrinkage, occupancy, service levels, and abandonment rates.
- Experience with scheduling and load balancing to handle workload peaks.
- Ability to adapt to change and implement quickly.
Good to have:
- Advanced proficiency in Excel, including modeling, algorithms, and macros.
- Strong proficiency and implementation experience with CCaaS/UCaaS telephony platforms.
- Strong analytical abilities to interpret data and identify trends.
- Expertise with workforce management systems and scheduling software.
- Effective communication and collaboration skills.
Perks:
- Flexible work schedules
- Remote work opportunities
- Health, dental and vision insurance paid up to 80%
- Robust time-off plan (21 days of PTO in first year)
- Two paid volunteer days
- 11 paid holidays
- 12 weeks paid parental leave
- Six weeks paid sabbatical after six years of service
- Educational Assistant Program
- Clinical Employee Reimbursement Program
- 401(k) with up to 4% match
- Stock options
6 skills required
Job Details
We are searching for a Manager, Workforce Planning to join the team! The individual in this role will play a pivotal role in developing strategic initiatives for the A+ Patient Engagement teams. These initiatives aim to enhance the experiences of agents, patients, and practices, while also improving efficiency and service levels across various verticals.
Primary Duties:
- Responsible for short and long-term forecasting, real-time monitoring, capacity planning, scheduling, and workload distribution to optimize staffing for SLA’s.
- Generates reports and dashboards with data governance to identify trends and gather essential input for optimizing the effectiveness of various omnichannel campaigns.
- Monitor productivity at individual and department levels with a focus on increasing contact and conversion rates.
- Provides essential guidance for planning of shifts, training, vacation, and off-phone activities, focusing on service, efficiency, and employee experience.
- Oversees the planning of numerous outbound campaigns, taking into account staffing while also ensuring the achievement of utilization and occupancy goals.
- Responsible for implementation and ongoing support of all roster, staffing, attendance, and attrition trackers.
- Educate team members, managers, and trainers on how to utilize workforce planning tools and methodologies.
- Articulate the staffing requirements, providing advice on the shifts that are needed.
- Guides the front-line leadership staff in formulating and implementing specific initiatives and yearly business objectives for the outreach teams.
- Serves as a subject matter expert for contact center telephony reporting, documentation, and agent-facing system implementations.
Minimum Qualifications:
- A minimum of 10 years' experience in forecasting, scheduling, reporting, and planning within a high-demand, inbound/outbound, omni-channel contact center.
- At least 5 years' experience leading a workforce management team, including Real Time, Forecasting, and Reporting analysts.
- Extensive experience optimizing shrinkage, occupancy, service levels, abandonment rates, contact and conversion rates.
- Experience with scheduling and load balancing to efficiently handle workload peaks and valleys against forecast.
- Experience developing long term strategic workforce management models to support new industry, growth, and IPO verticals.
- Experience leveraging third party BPO vendors.
- Ability to adapt to change and implement quickly based on needs of the company.
Preferred Key Skills and Abilities:
- Advanced proficiency in Excel, including modeling, algorithms, reporting, and macros.
- Strong proficiency and implementation experience with CCaaS/UCaaS telephony platforms (RingCentral and Twilio preferred).
- Strong analytical abilities to interpret data, identify patterns and trends, and make data-driven decisions
- Expertise with workforce management systems, scheduling software (Erlang, etc) and time tracking tools.
- Effective communication and collaboration skills with a drive to build trust and teach others.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
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