Head Of Workforce Management And Capacity Planning

Why Brightside:   For our clients - our mission is clear. To improve the financial health of working families. Brightside is an employee benefit with a brand-new approach to personal finance. We offer unique solutions to help with anything related to finances, emotions and behaviors that can impact our clients. We take a holistic view to provide unbiased and confidential assistance through an unmatched blend of products, technology and true human care. Our goal is to make it easier for our clients to understand their options to obtain long-term financial health and gain peace of mind when it comes to financial matters.

For our employees - we believe in inspiring careers, a great life/work balance and meaningful work that truly makes a difference in the lives of working families. Your work will have direct impact on the lives of our clients. You will have the opportunity to see a growing start-up from the inside out and see how passionate our employees are about the work we do and the outcomes we are creating for others.

A bit about this role: As the Head of Workforce Management and Capacity Planning at Brightside, you will be instrumental in the company being able to deliver extraordinary care to the clients we serve.  Additionally, the success of our internal team will rely significantly on the planning and analysis that your team will do. We are growing significantly, so you will be able to make an impact quickly.If you want to think big about optimizing operations, are passionate about data, and want to see a tangible impact of your work, this is a role for you!

The meaningful work you will tackle:

• Define and execute a strategy for supporting & scaling our Client Services team
• Be able to support the relationships we build with our clients ~ We are not a transactional contact center and leverage phone, chat, email, and SMS channels to interact with them
• Partner with individuals across the org  to build and execute on long-term hiring plans that support our very aggressive and rapid growth trajectory
• Select and partner with our technology teams to implement a workforce management tool
• Define and implement processes for long-term forecasting, short-term forecasting and intraday scheduling
• Define and implement real-time labor management solutions to unlock flexible capacity
• Model and forecast future scenarios and partner to implement actions to address findings
• Define and implement metrics that will drive the ultimate goal of delivering best-in-class customer service with a low cost-to-serve
• Select and manage 3rd party software solutions for capacity planning/workforce optimizationLead a team of program managers and business analysts in their personal and professional development
• Bring a growth mind-set, curiosity, positivity, and a passion for excellence
• Work closely with talented, mission-driven co-workers that truly want to improve the financial health of working families in America

What we’re looking for in your background & what makes you a success:

• 10+ years experience in forecasting, staffing, and scheduling, preferably in a contact center environment
• Implemented a WFM/Capacity toolset and built business rules within them
• Experience building and scaling teams from the ground up and supporting a rapid and fast growing organizationThe ability to break down complex business problems into concrete analytical solutions and leverage the data to drive meaningful business outcomes
• Strong analytical skills – ability to create and analyze business information, define key business metricsExceptional communication skills; ability to empathize with stakeholder needs and drive alignment across multiple teams
• Start-up experience a plus but not required
• You are a strong programmatic leader that leads with care and grace
• You’ll partner with every area of the organization including Client Service, Product, Sales, Marketing and Customer Success to anticipate business needs and you will leverage data to educate others
• You are a leader in your field, have expertise in workforce management and capacity planning.
• You possess a strong analytical toolset, and have experience working cross-functionally to solve problems
• You thrive in an ambiguous, fast-paced, and dynamic environment, and are excited to help deliver against our mission