Analyst, Workforce Management

Analyst, Workforce Management

Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever. To make our vision for mental healthcare a reality, we're building a team of entrepreneurs and mission-driven go-getters. Since launching in February 2021, we've empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We've raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.

We're looking for an experienced Analyst, Workforce Management for our Shared Services team who is passionate about improving the landscape for mental healthcare. You will be responsible for the strategic planning and execution of headcount forecasting and capacity management for both Full-Time Employee (FTE) and Business Process Outsourcing (BPO) resources within the Customer Operations department. This role ensures optimal staffing levels to meet service level agreements (SLAs), optimize costs, and enhance customer satisfaction. The Analyst, Workforce Management will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.

By implementing advanced staffing models and developing new reporting mechanisms, this team member will be instrumental in optimizing the efficiency and effectiveness of our support operations, thereby facilitating both individual and team success in achieving daily performance objectives. This specialist will pioneer analysis of workforce management metrics for the organization to identify inefficiencies and performance gaps, so we can execute targeted improvement strategies to maximize productivity per agent.

What You'll Be Doing :

• 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.

You'll Be a Good Fit If :

Employment Type : Full Time, Exempt Base Compensation : The base compensation range for this position is $90,844 - $111,000 annually.

This is a remote role with the expectation to travel 23 times per year (e.g., company and department offsites).

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location.

Full Time Employee Benefits :

Research shows that some groups hesitate to apply unless they meet every qualification. If you're excited about this role but don't check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.

Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.