Senior Associate, Workforce Management

Thyme Care•Remote, United States

8d•$93,500 - $110,000

About The Position

Thyme Care is hiring a Senior Associate, Workforce Management, within its Care Delivery team. The role supports day-to-day operational excellence by developing forecasts, maintaining coverage models, and creating scalable reporting tools so teams can meet demand and service levels. The workforce plans support proactive communications and back-office tasking, including lean, specialized staff groups where accuracy and timing can directly affect patient outcomes. The position connects frontline teams and leadership. It involves leading stakeholder sessions, translating data into workforce plans, and building models for scenario planning, such as expanded hours or new contract growth. The successful candidate will be a reliable, agile partner who communicates clearly, adapts to changing priorities, and applies an operational mindset, precision, and flexibility. Thyme Care’s mission is to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. Its value-based oncology care model combines human support with technology and AI, working with health plans, providers, and employers. The company’s values are Act with our members in mind, Move with purpose, and Seek diverse perspectives.

Requirements

3–5 years of experience in workforce management, analytics, or scheduling in a service or operations environment.
Hands-on experience with one or more WFM platforms: Verint, Calabrio, NICE IEX/Playvox, Alvaria, Planbase, or Assembled.
Familiarity with CCaaS platforms such as Amazon Connect, Genesys, Five9, NICE CXone, Zoom Contact Center, 8x8, or Talkdesk.
Experience supporting proactive and back-office service models.
Proficiency in Google Sheets or Excel, including pivot tables and time-based modeling.
Strong attention to detail when working with small and specialized staff groups where the margin for error is limited.
Effective communication and ability to collaborate across care delivery, operations, and leadership.
Knowledge of service-level metrics and contact center operations.

Nice To Haves

Experience building dashboards in Looker, Metabase, or Google Analytics.
Knowledge of SQL or scripting languages such as Python or R for advanced analysis.
Exposure to high-growth, startup, or remote-first environments.

Responsibilities

Develop, maintain, and update short-term staffing and forecasting models aligned to changing operational needs.
Monitor workforce adherence and interval coverage, identify risks, and provide recommendations.
Build dashboards and reporting tools using Google Sheets, Apps Script, and Looker to support planning, hiring, and performance monitoring.
Collaborate with care delivery leaders to ensure schedules account for training, holidays, and business priorities.
Support scenario planning for expanded hours, fluctuating volumes, and new contract launches.
Partner with small, high-sensitivity teams, applying rigor, empathy, and precision in workforce plans.
Lead stakeholder sessions and translate data into workforce plans.