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    Workforce Management Lead - Denver, United States - SimplePractice

    SimplePractice
    SimplePractice Denver, United States

    4 weeks ago

    Default job background
    Full time
    Description

    About Us

    At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they're up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

    The Role

    We're looking for a friendly, eager-to-learn Workforce Management Lead to join our Customer Success team. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.

    You'll be an integral leader of the Customer Success team, working collaboratively with internal stakeholders to implement workforce management programs and oversee the relationship with outsourced CS business partners (BPOs) in providing the processes, skills, and tools to expertly serve our customers.

    Responsibilities

    • Develop and implement a short and long term workforce management strategy
      • Keep a close watch on agent adherence and performance, pinpointing areas for optimization and mitigating SLA challenges
      • Calibrate workforce management tools and reporting in Zendesk and Assembled to validate accurate performance tracking
      • In collaboration with CS and BPO leaders, design robust contingency strategies for optimal queue management
      • Assist CS management in forecasting, justifying, and approving internal and external hiring
    • Manage relationship between CS and outsourced partners
      • Identify opportunities for expansion of BPO effort in order to thoughtfully maximize potential of internal CS teams, working towards execution positively impacting cost savings and growth in proactive support offerings
      • Collect and analyze BPO KPIs and prepare reports for CS management to be shared with other SimplePractice groups including Finance, Strategy, and Recruiting
      • Assist with managing BPO vendor relationships, providing support in budget planning and contract renewals

    Desired Skills & Experience

    • 4+ years of experience in customer support or service industry, serving a diverse and professional customer base
    • 2 years of experience in a supervisory role managing both exempt and non-exempt team members
    • 1-2 years of experience leading a customer support/call center team and a proven successful management track record
    • Bachelor's degree from an accredited college or university
    • Excellent telephone communication skills required
    • Excellent interpersonal, written, and oral communication skills
    • Customer-first orientation and ability to adapt/respond to different types of characters
    • Strong problem solving and diplomacy skills
    • Experience with creating and maintaining reports that provide insight into operations, call drivers, and achievement of goals
    • Intermediate experience with Slack, Asana, Google Workspace, Zendesk, Workday, complex tech stacks, sales and revenue generation, and specialized teams
    • Intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR

    Bonus Points

    • Demonstrate positive, consistent, customer-focused, results-driven attitude
    • Ability to create an environment of innovation and continual improvement together with self-help/self-service team
    • Drive significant increases in self-service adoption through use of data and customer insights to drive change and continuous improvement.
    • A plus if you have past experience working with Zendesk

    Base Compensation Range

    $70,000-$80,000 annually

    Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.

    The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

    Benefits

    We offer a competitive benefits program including:

    • Medical, dental, vision, life & disability insurance
    • 401(k) plan with company match
    • Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
    • Mental health resources
    • Paid parental leave & Backup Care
    • Tuition reimbursement
    • Employee Resource Groups (ERGs)

    California Job Applicant Privacy Notice

    Thank you for your interest in opportunities at SimplePractice LLC ("SimplePractice" or "us" or "we" or "our"). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.

    For more information about our privacy practices, please contact us at

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