Senior Workforce Management Analyst

Cohere Health

3d • $65,000 - $74,000 • Remote

About The Position

The Senior Workforce Management Analyst position is a crucial member of the Business Planning and Workforce Management team. Their primary responsibilities will be on maximizing the utilization and benefit of the Workforce Management (WFM) platform. Utilizing systems and analytics to optimize Cohere Health service, Clinical Nursing, and Clinical MD operations performance and delivery by aligning staffing levels and resources allocation with long term strategic goals. The Senior Workforce Management Analyst will leverage advanced data analytics with the support from the Solutions Performance Analytics, and Business Intelligence teams, their deep understanding and practical experience of Workforce Management principles, contact center metrics, clinical and customer relationship data to provide actionable reporting, and deep data insights to foster a data-driven culture. Drive measurable process improvements within the Service and Clinical Operations teams and across Cohere Health. Independently scope out initiatives and projects. Conduct ROI / Amortization modeling, and tie operational performance to the financial model.

Requirements

• BA/BS Degree in Business Administration, Computer Science, or Mathematics preferred
• 3-5 years of experience supporting and utilizing Workforce Management Systems to drive strategic long term planning and weekly short term planning, schedule efficiency and performance.
• 2-3 years of experience measuring productivity and other performance related metrics
• Strong domain knowledge in understanding of contact center metrics such as Service Level, Average Handled Time, Average Speed of Answer, and workforce management metrics such as occupancy, shrinkage, adherence, and their interconnectedness to business impacts
• Proven experience and expertise in Workforce Management principles and practices such as forecasting, scheduling, real time monitoring, capacity planning.
• Hands on experience building forecasting models
• Ability to calculate required workload and make staffing recommendations
• Excellent interpersonal and communication skills to partner with technical and business stakeholders.
• Experience with both Call Center and Back Office planning and metrics preferred
• Healthcare Experience a plus
• Hands on experience using NICE IEX Enhanced Strategic Planner preferred

Responsibilities

• Be the subject matter expert for the enterprise Workforce Management platform, preferably NICE IEX experience.
• Provide Workforce Management platform administrative support through managing user accounts, access rights, work with the team to maximize forecasting accuracy, scheduling efficiency.
• Lead Weekly short-term forecast meetings with close collaboration with the Service Operations leadership team.
• Support team members to create daily staffing and schedule optimization, and meet daily Intraday performance and schedule adherence goals
• Support team members to fully execute Shift bidding / PTO bidding strategies
• Analyze operational and workforce data. Identify root causes for performance issues.
• Be an active participant and collaborate closely with the Analytics teams
• Mentoring real time analysts and schedulers in their daily tasks, helping them execute to a high level.
• Partner closely with other WFM analysts create accurate and sustainable reporting for productivity
• Create trend reports for service operations around volume and production.
• Drive daily and weekly efficiencies based on trend

Benefits

• Medical, dental, vision, life, disability insurance, and Employee Assistance Program
• 401K retirement plan with company match; flexible spending and health savings account
• Flex Time Off + company holidays
• Up to 14 weeks of paid parental leave
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree