Workforce Manager

Workforce Manager (Hybrid) Join to apply for the Workforce Manager (Hybrid) role at SimplePractice At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. Recognized by MedTech Breakthrough as the Best Practice Management Solution Provider in 2024 and the Digital Health Awards in 2023, SimplePractice is proud to pave the future of health tech. The Role We’re looking for a collaborative, eager-to-make-an-impact Workforce Manager to join our team. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products. You’ll oversee the capacity planning, forecasting, scheduling, real time monitoring, ticket routing for the Customer Success & Support teams while serving as primary point of contact for internal business partners. Responsibilities Responsible for capacity planning, short and long- term forecasting, scheduling, real time monitoring, and call routing efficacy across multiple customer-facing teams both reactive and proactive contact types. Monitor and analyze key performance metrics, including availability, utilization rates, and wait times across various customer journey touchpoints for proactive Customer Success teams. Identify critical trends in data, assess associated business impact, and optimize efficiency of customer experience operations through process improvement. Collaborate with multiple business partners on an ongoing basis. Provide oversight for simultaneous workforce related projects. Assist leaders in allocating appropriate resources to all efforts and ensures initiatives are delivered on time. Accountability for accuracy of all WFM reporting and analysis completed in the department (Scheduling, long and short term forecasting, availability etc.). Implement and maintain various workforce management tools across multiple customer-facing teams and locations. Optimize contact center agent skilling for optimal ticket delivery in a multi-skill environment. Desired Skills & Experience Bachelor’s degree in business discipline preferred. 3+ years of experience in workforce management in a multi-site contact center with >100 agents. Workforce leadership experience in a global multi-site center that supports reactive and proactive customer efforts. Expert level knowledge of workforce management software and methodologies. Expert level knowledge of call routing process and technology. Ability to demonstrate expert level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and center routing. Experience in a reporting or business intelligence role. Experience creating and managing top down and bottoms up budgeting models. Demonstrated ability to coach to results and improve performance and behavior of direct reports. Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects. Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset. Expert level knowledge of Microsoft PowerPoint and Excel. Bonus Points Experience in developing and delivering capacity plans for third party partners (workforce). Intermediate level SQL and data mining skills to include ability to write and edit queries. Understanding of database relationship/or database management. Project management certification (PMP). Benefits Privatized Medical, Dental & Vision Coverage Work From Home stipend Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays Monthly Meal Reimbursement Hybrid Work Schedule & Catered Lunch Employee Resource Groups (ERGs) California Job Applicant Privacy Notice Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. For more information about our privacy practices, please contact us at privacy@simplepractice.com. #J-18808-Ljbffr