Manager, Strategic Workforce Planning

The Manager, Strategic Workforce Planning at Clipboard Health is responsible for a variety of tasks that ensure our customer operations run efficiently. This includes forecasting volumes in assigned customer queues, creating schedules based on those forecasts, managing the onboarding and offboarding of agents, tracking attendance, and analyzing service levels whenever they dip. Essentially, you will play a crucial role in aligning our workforce management strategies with our operational goals.

Candidates should possess strong mathematical skills and be comfortable with data analysis, particularly using tools like Excel. Applicants should also have prior experience in scheduling and forecasting workforces effectively. Attention to detail is a must, as you will be managing multiple complex factors to ensure smooth operations. Previous experience with tools such as Zendesk is advantageous but not mandatory.

The onboarding process for the Manager, Strategic Workforce Planning at Clipboard Health is comprehensive. In the first 30 days, you will become adept at navigating our systems, generating reports, and creating effective forecasts and schedules. By the end of this period, you will be responsible for onboarding new agents and developing operational strategies to enhance performance and adherence.

In the role of Manager, Strategic Workforce Planning at Clipboard Health, you will directly contribute to our mission of lifting healthcare professionals by ensuring they are scheduled effectively and available to meet the needs of healthcare facilities. Your analytical insights and attention to detail will help maintain high service levels, ultimately ensuring that our workforce can provide the best care possible.

At Clipboard Health, there’s a strong emphasis on professional development and career advancement. As a Manager of Strategic Workforce Planning, you will have access to various opportunities to grow your skills and take on more responsibilities. The fast-paced and supportive environment encourages continuous learning and positions you well for future leadership roles within the company.

When answering this question, focus on your analytical skills and experience with data. Describe the methods you use to analyze historical data, identify trends, and apply that information to make accurate forecasts. Mention tools you might use, such as Excel, and emphasize the importance of revising forecasts to adapt to changing conditions.

Share a specific example where you had to navigate scheduling conflicts, explain the approach you took, and the outcomes. Highlight your problem-solving skills and how you communicated with involved parties to find a resolution that avoided service disruption.

Discuss strategies you’ve implemented in the past to monitor adherence to schedules, such as regular check-ins, providing necessary resources, and tracking attendance through tools. Emphasize the importance of accountability and motivation in your approach.

Detail your experience with tools such as Zendesk, Metabase, or Google Sheets. Provide examples of how you've utilized these tools to generate reports, analyze performance metrics, or manage onboarding and offboarding processes.

Outline a structured method for root cause analysis, such as gathering data, collaborating with team members for insights, and developing action plans to address issues. This shows your analytical mindset and proactive approach to problem-solving.

Explain your strategy for tracking attendance and managing PTO requests. Mention any systems you’ve used for this purpose and how you ensure fair and accurate management while maintaining required headcounts.

Discuss the importance of clear communication and structured processes during remote onboarding. Outline the steps you would take, such as providing necessary training materials, setting up technology access, and assigning a mentor for support.

Talk about the importance of fostering an open team culture where feedback is valued. Describe how you encourage team members to share insights and how you integrate their suggestions to continuously improve operational processes.

Provide a specific example where you identified an inefficiency and took steps to improve it. Describe your approach, the changes you implemented, and the positive outcomes that resulted from your actions.

Outline your experience gathering and interpreting workforce data. Highlight specific metrics you've focused on and how your analysis has influenced management decisions or operational strategies in your previous roles.