Workforce Capacity Planning Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: $107,000 - $140,000 USD

Grow Therapy is a three-sided marketplace empowering therapists, insurance payors, and patients. They are seeking a Workforce Capacity Planning Manager to develop and execute headcount forecasting and capacity management strategies for Customer Operations. This role ensures optimal staffing levels, cost efficiency, and customer satisfaction.

Requirements

• Proven experience in workforce capacity planning.
• Experience in a customer support environment with headcount distributed across FTE and BPO populations.
• Strong understanding of customer support metrics and KPIs.
• Proficiency in data analysis and reporting tools (e.g., Excel, SQL, and Workforce Management Software).
• Ability to work independently and remotely, adapting to changing priorities.

Responsibilities

• Develop and maintain accurate short-term and long-term headcount forecasts.
• Analyze call volume, handle time, and other relevant metrics to determine optimal staffing levels.
• Create and manage capacity models to project resource needs.
• Forecast and manage the needs of both FTE and BPO resources.
• Collaborate with BPO partners on capacity planning and performance management.
• Work with finance on the budget related to headcount and BPO expenses.
• Own and optimize our Support Scheduling Software.
• Partner with Leads, Managers, and Strategy Leads to develop workflows, reports, and initiatives.

Company Information

Grow Therapy is a rapidly growing company with a mission to improve access to mental healthcare. They have raised over $178 million in funding and have empowered over 10,000 therapists and hundreds of thousands of clients.