Workforce Capacity Manager
Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.
The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.
Sidecar Health has raised more than $175M from top-tier investors. The company is currently valued at over $1B—and growing quickly. Our membership has increased sharply in the two short years we’ve been on the market, and we’re poised for rapid growth over the coming year.
If you want to use your talents to transform healthcare in the United States, come join us!
What You'll Do
- Supervise real-time agent activity monitoring and queue monitoring workload and support/administer related systems and processes
- Lead Workforce Management team
- Supervise, coach, develop, and mentor direct reports
- Maintain business awareness of service level performance and provide relevant actionable recommendations to achieve same
- Administration of Workforce Management software
- Administration of Telephony/ACD/VCC software
- Provide analysis of contact arrival patterns, queue configuration details, and efficiency measures
- Provide detailed contact and workload forecasting (both inbound/outbound contact and banking operations task/workload)
- Provide needed reporting to upstream consumers
- Staff modeling and capacity planning
- Trend analysis of absenteeism, PTO planning, seasonal contact variances, attrition, and time utilization
- Develop and document key thresholds to support appropriate action within identified internal service levels
- Collaborate with cross-functional leadership to ensure service level goals are met within supported departments
- Manage expectations and assumptions, resolve conflicts and issues that can negatively impact the success of your program
- Act at all times in a manner that is ethical and aligned with the regulatory obligations of the firm, and our partners
What You'll Bring
- 3-5 years of experience including intraday queue management, workforce management scheduling, contact forecasting, and capacity and resource planning
- Bachelor's Degree from an accredited college/university
- Real-time monitoring practices (common in call centers) and pattern analysis experience
- Exceptional familiarity with relevant labor laws (wage/hours, leaves, break/meal period requirements)
- Exceptional written and verbal communication skills
- Demonstrated attention to detail
- Strong analytical, problem solving, and organizational skills
- Exceptional Excel skills
- Experience with one or more implementations of WFM/ACD software systems
- Relevant certifications for automated call distribution systems/virtual call centers
- Relevant certifications for WFM systems
- Progressive experience demonstrating professionalism, growth, and trustworthiness and the dedication to continued growth
- Entrepreneurial - you do what it takes to achieve our goals, without having someone telling you what to do
- Curiosity – when your work is finished, you are driven to enrich yourself and your team by learning and applying new things
- A functional understanding of banking and investment products
- Strong proficiency with personal computers and business productivity software
Bonus Points
- Passion for user experience, customer service, and social good
- Additional years of relevant experience
- Experience working in a bank with a broad set of responsibilities leading to a ‘big picture’ understanding of what is necessary to operate them successfully
- Experience in an organization that is recognized for outstanding customer service and customer experience
- Experience in FinTech or working in a fast-paced startup environment
- Excellence in business productivity and project management software (Adobe, Google Suite, Microsoft)
- Advanced proficiency with cloud-based business intelligence, project management, content management, or case management software (Atlassian Confluence and Jira, LucidChart)
- Working proficiency with software languages that are useful in an environment isolated from production engineering (SQL, Python, R, M, DAX, etc.); ability to apply this proficiency to accelerate day-to-day business needs
- Demonstrated and substantial success in mentoring peers, building processes, creating business value, or creating uniquely fantastic customer experiences at scale; bonus if any of these were in a financial services environment
What You'll Get
- Competitive salary, bonus opportunity, and equity package
- Comprehensive Medical, Dental, and Vision benefits
- A 401k retirement plan
- Paid vacation and company holidays
- Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.
Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.