Operations Associate, Workforce Scheduling – Systems Admin

November 15

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Grow Therapy

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Marketplace • Wellness

Grow Therapy is a technology-enabled mental healthcare platform that connects clients with licensed therapists and prescribers for therapy and medication management. The service lets users search by state, city, insurance, and needs, book virtual or in-person appointments, and often enables lower out-of-pocket costs by handling insurance billing. Grow vets providers, offers resources (quizzes, guidance), and partners with employers and payors to expand access to affordable, personalized mental health care.

201 - 500 employees

Founded 2020

🏪 Marketplace

🧘 Wellness

📋 Description

• Create and manage schedules for internal FTEs and provide scheduling guidance to Business Process Outsourcing (BPO) resources • Develop intraday reporting scorecards to enable same-day adjustments and intraweek visibility for staffing adjustments • Develop agent scorecard for shrinkage, schedule adherence, and occupancy • Manage agent roster, queue groupings, and data mappings for all production team members • Proactively identify gaps, risks, or inefficiencies in workforce plans—and drive solutions cross-functionally • Partner with Agents, Leads, and Managers to develop and implement standard WFM processes to ensure our team is best positioned to meet our customers when they need us

🎯 Requirements

• 2-5 years of experience using the Assembled WFM software • You have a strong understanding of customer support metrics and KPIs • You understand how to develop schedule templates and automate scheduling procedures on a monthly basis • You have owned or assisted with the launch of Assembled in a previous role; setup, agent configuration, queue configuration, reporting, etc. • You are successful working independently and remotely, and adapt well to changing priorities and customer needs • Bonus points if you have experience with SQL or other data analytics tools

🏖️ Benefits

• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage. • Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend. • Financial Wellness: 401(k) program and equity opportunities. • Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees. • Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week. • Wellness & Development: Annual stipends to put towards therapy and personal & professional growth. • Mental & Physical Health Support: Weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace). • Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.