Manager, Workforce Strategy & Capacity Planning (BPO Operations)

Palo Alto, CA

Sponsorship not specified$119k-$164kDetected 12 days ago

Data AnalysisForecastingVendor ManagementCadencePatient CareLeadershipCommunicationCollaborationVariance Analysis

About the role

Company Description Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer.
Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer.
For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.

If you need support, please reach out to Peopleteam@guardanthealth.com
Build and manage end- to -end workforce planning models including forecasting volume, AHT, and staffing requirements to meet SLAs
Establish a weekly forecasting cadence and perform variance analysis
Partner with Training and QA team to integrate escalation drivers into forecasts
Develop reduction scenarios based on improved resolution rates, reduced repeat contacts, and reduced escalations
Build scenario-based workforce models incorporating AI and self-service initiatives
Develop baseline, target, and upside scenarios for AI adoption

5-8+ years in Workforce Management or Capacity Planning
Experience with BPO operations
Experience with WFM software tools
Experience with Tabl eau
Employee may be required to lift routine office supplies and use office equipment.
Ability to sit for extended periods of time.
A background screening including criminal history is required for this role.

Bachelor's degree in B usiness, Economics, Finance, Mathematics, Data Analytics, or related field preferred

This listing is sourced directly from GH's careers page and normalized into a canonical job model.