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Manager, Strategic Workforce Planning

extra holidays - extra parental leave

Remote:

Full Remote

Work from:

United States

Offer summary

Qualifications:

Strong math skills and data analysis, Experience in scheduling and forecasting, Proficient in Excel and workforce management tools, Attention to detail is essential.

Key responsabilities:

Forecast volumes and manage schedules
Onboard and offboard agents promptly
Monitor attendance and SLA adherence
Perform root cause analysis for response times

Clipboard Health Information Technology & Services Scaleup https://culture.clipboardhealth.com/

51 - 200 Employees

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Job description

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

About the Role

The Strategic Workforce Planning Manager lives in the Customer Operations Workforce Management team and is responsible for forecasting volumes in assigned customer queues, creating schedules based on those forecasts, plotting agents into those schedules, onboarding and offboarding of agents from tools such as Zendesk, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever service level agreements are not being met. You are detail-oriented, comfortable with math and data, and exhibit initiative and curiosity.

Day-to-Day Responsibilities

Forecasting volumes and revising forecasts when reality does not meet expectations
Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings
Closely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippage
Providing clear root cause analysis of any dips to our response and resolution times
Onboarding new agents into CBH systems in a timely manner
Off-boarding former agents from CBH systems in a timely manner
Tracking seat / license usage in various tools to ensure we are staying within budget
Monitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hour
Overseeing holiday schedule management
Providing information to operational leaders on agent productivity and adherence

Profile Must Haves

Math: you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel
Attention to detail: you cross all the T's and dot all the I's, making sure nothing is overlooked
Experience: You have created schedules and forecasts before and have strong mental models for how a workforce should be managed

Your First Days

30 Days

You become an expert in navigating CBH's systems and tools, can comfortably generate reports in Metabase, Google Sheets, and Zendesk, and provide analysis on a recent SLA slippage. By the end of 30 days, you have produced a plan for managing PTO and developed a forecast that withstands scrutiny, with an accompanying agent schedule.

60 Days

You are onboarding and off boarding agents regularly and without error, providing reports on attendance adherence and PTO, and helping place new agents into the schedule. When response times start to slip, you notice quickly and immediately provide root cause analysis and a recommendation for action.

System Requirements