Job Description

Grow Therapy is seeking an experienced Workforce Scheduling and Systems Admin to manage their Assembled WFM tool. This role involves creating and maintaining schedules, developing intraday reporting, and implementing policies to optimize cost and customer satisfaction. The admin will partner with operations teams to ensure visibility into tools and processes.

Responsibilities

• Create and manage schedules for internal FTEs and BPO resources
• Develop intraday reporting scorecards
• Develop agent scorecards for shrinkage, schedule adherence, and occupancy
• Manage agent roster, queue groupings, and data mappings
• Identify gaps and inefficiencies in workforce plans
• Partner with teams to implement WFM processes

Requirements

• 2-5 years of experience using Assembled WFM software
• Strong understanding of customer support metrics and KPIs
• Experience developing schedule templates and automating procedures
• Experience launching Assembled (setup, configuration, reporting)
• Ability to work independently and remotely
• Understanding of project management principles

Benefits

• No benefits