Grow Therapy

Workforce Management Analyst

Grow Therapy

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $90,844 - $111,000 per year

Job Level

JuniorMid-Level

Tech Stack

SQL

About the role

  • Develop and maintain accurate short-term and long-term headcount forecasts based on historical data, seasonality, business trends, and anticipated growth.
  • Analyze call volume, handle time, and other relevant metrics to determine optimal staffing levels across all support channels.
  • Create and manage capacity models to project resource needs and identify potential gaps or surpluses.
  • Forecast and manage the needs of both FTE and BPO resources, balancing cost and service level objectives.
  • Collaborate with BPO partners to ensure alignment on capacity planning, forecasting, and performance management.
  • Work with finance on the budget related to headcount and BPO expenses.
  • Partner with Leads, Managers, Strategy Leads to develop and implement workflows, reports, and other related initiatives to ensure our staffing is successful.

Requirements

  • 2-5 years of experience in workforce capacity planning, preferably in a customer support environment with headcount distributed across FTE and BPO populations.
  • You have a strong understanding of customer support metrics and KPIs.
  • You have strong proficiency in data analysis and reporting tools (e.g. Excel, SQL, & Looker).
  • You are successful working independently and remotely, and adapt well to changing priorities and customer needs.
  • You are skilled in analyzing data to inform strategic decision-making and possess a strong attention to detail, understanding how individual data points contribute to broader trends and insights.
  • Bonus points if you have experience with Assembled (workforce management software).
Benefits
  • Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
  • Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
  • Financial Wellness: 401(k) program and equity opportunities.
  • Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
  • Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
  • Wellness & Development: Annual stipends to put towards therapy and personal & professional growth.
  • Mental & Physical Health Support: Weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
  • Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
workforce capacity planningdata analysisreportingforecastingstaffing optimizationbudget managementperformance managementcustomer support metricsKPI analysisattention to detail
Soft skills
independent workadaptabilitystrategic decision-makingcollaborationcommunication