[Remote] Operations Associate, Workforce Scheduling & Systems Admin at Grow Therapy

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Health, Healthcare TechnologyIndustries

Requirements

2-5 years of experience using the Assembled WFM software
Strong understanding of customer support metrics and KPIs
Understand how to develop schedule templates and automate scheduling procedures on a monthly basis
Owned or assisted with the launch of Assembled in a previous role (setup, agent configuration, queue configuration, reporting, etc.)
Successful working independently and remotely, and adapt well to changing priorities and customer needs
Strong understanding of project management principles (Gantt charts, RAPID/RACI frameworks, communication frameworks, etc.)
Bonus: Experience with SQL or other data analytics tools

Responsibilities

Create and manage schedules for internal FTEs and provide scheduling guidance to Business Process Outsourcing (BPO) resources
Develop intraday reporting scorecards to enable same-day adjustments and intraweek visibility for staffing adjustments
Develop agent scorecard for shrinkage, schedule adherence, and occupancy
Manage agent roster, queue groupings, and data mappings for all production team members
Proactively identify gaps, risks, or inefficiencies in workforce plans—and drive solutions cross-functionally
Partner with Agents, Leads, and Managers to develop and implement standard WFM processes to ensure our team is best positioned to meet our customers when they need us
Manage the entire Assembled WFM tool from setup to maintenance in an ever-evolving environment
Ensure the tool is set up and running accurately to optimize cost and enhance customer satisfaction
Handle scheduling, intraday monitoring, and implementing new policies for enhanced visibility into day-to-day activities

Skills

Key technologies and capabilities for this role

Workforce ManagementAssembled WFMSchedulingIntraday MonitoringProject ManagementGantt ChartsRACI FrameworksSystems Administration

Questions & Answers

Common questions about this position

What experience is required for this Operations Associate role?

Candidates need 2-5 years of experience using the Assembled WFM software, a strong understanding of customer support metrics and KPIs, experience developing schedule templates and automating scheduling procedures monthly, and having owned or assisted with the launch of Assembled including setup, agent configuration, queue configuration, and reporting.

What are the main responsibilities in this role?

Responsibilities include creating and managing schedules for internal FTEs and BPO resources, developing intraday reporting scorecards and agent scorecards for shrinkage, schedule adherence, and occupancy, managing agent rosters and queue groupings, proactively identifying gaps in workforce plans, and partnering with teams to implement WFM processes.

Is experience with Assembled WFM software mandatory?

Yes, 2-5 years of experience using the Assembled WFM software is required, including owning or assisting with its launch involving setup, agent configuration, queue configuration, and reporting.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

Grow Therapy

Online platform for booking therapy sessions

About Grow Therapy

Grow Therapy is an online platform that connects clients with therapists, allowing users to easily find and book mental health services. The platform ensures quick access to therapy, promising appointments within two days, and simplifies the insurance process for therapy costs. It also provides resources for exploring medication options, enhancing its comprehensive mental health support. Grow Therapy operates across multiple states and accepts various insurance providers, aiming to make mental health services more accessible and efficient.

New York City, New YorkHeadquarters

2020Year Founded

$144MTotal Funding

SERIES_CCompany Stage

Consumer Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Flexible Work Hours

Unlimited Paid Time Off

Wellness Program

Competitive Salary

Risks

Increased competition from AI-driven startups threatens market share.

Integration challenges with Big Health partnership may affect service delivery.

Reliance on insurance providers exposes revenue to policy changes.

Differentiation

Grow Therapy offers a comprehensive suite of business tools for mental health providers.

The platform ensures quick therapist access, with appointments available within two days.

Grow Therapy simplifies insurance use, making therapy more accessible and affordable.

Upsides

Recent $88M Series C funding boosts expansion and product development.

Partnerships with Big Health expand service offerings and market reach.

Measurement-informed care system launch enhances patient outcomes and provider attraction.

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