Workforce Manager

About Us 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 RoleWe'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.ResponsibilitiesResponsible 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 improvementCollaborate with multiple business partners on an ongoing basisProvide oversight for simultaneous workforce related projects Assists leaders in allocating appropriate resources to all efforts and ensures initiatives are delivered on timeAccountability for accuracy of all WFM reporting and analysis completed in the department (Scheduling, long and short term forecasting, availability etc..)Implements and maintains various workforce management tools across multiple customer-facing teams and locations.Optimizing contact center agent skilling for optimal ticket delivery in a multi-skill environmentDesired Skills & ExperienceBachelor's degree in business discipline preferred  3+ years of experience in workforce management in a multi-site contact center with >100 agentsWorkforce leadership experience in a global multi-site center that supports reactive and proactive customer effortsExpert 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 contact center routingExperience in a reporting or business intelligence roleExperience creating and managing top down and bottoms up budgeting modelsDemonstrated ability to coach to results and improve performance and behavior of direct reportsProven experience providing project and change management for multiple, simultaneous department and cross-functional projectsDemonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindsetExpert level knowledge of Microsoft PowerPoint and ExcelBonus PointsExperience 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 managementProject management certification (PMP)BenefitsWe offer a competitive benefits program including:Privatized Medical, Dental & Vision CoverageWork From Home stipend Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer FridaysMonthly Meal ReimbursementHoliday Bonus, 15-day AguinaldoHybrid Work Schedule & Catered LunchEmployee Resource Groups (ERGs)California Job Applicant Privacy NoticeThank 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