Workforce Capacity Planning Manager
Grow Therapy$107,000 - $140,000/year
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Support, Workforce Management, Strategy & PlanningIndustries
Requirements
Candidates should have 3-5 years of experience in Workforce Management, Capacity Planning, or a related role in customer support or support operations, and 2+ years of people management experience. They should have experience working with Zendesk and using Explore to surface insights and inform staffing or operational decisions, along with a strong sense of ownership, deep familiarity with support metrics such as SLA, AHT, occupancy, and shrinkage, and proficiency with Excel or Google Sheets.
Responsibilities
The Workforce Management Lead will translate workforce data into clear, actionable insights that enable collaboration with Support leadership, set the strategic direction for Workforce Management in Customer Support, guide and support Workforce Management team members, partner cross-functionally with Support Operations, Product, Marketing, Finance, and Enablement, own and evolve long-term forecasting models, lead planning cycles, introduce and standardize scalable WFM processes, own vendor relationships and tooling strategy for the WFM platform, collaborate with CS Leadership to improve visibility into performance, staffing trends, and operational outcomes via dashboards and reporting infrastructure, and contribute to the broader CS Operations team by supporting cross-functional initiatives, change management efforts, and team-wide prioritization.
Skills
Data Analysis
Workforce Planning
Forecasting
Cross-functional Collaboration
Leadership
Strategic Planning
Support Operations
Agent Scheduling
International Team Management
Process Optimization
Mercury
Banking services for startups and founders
About Mercury
Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.
San Francisco, CaliforniaHeadquarters
2017Year Founded
$146.8MTotal Funding
DEBTCompany Stage
Fintech, Financial ServicesIndustries
1,001-5,000Employees