Senior Workforce Management Analyst

TailorCare

2d•Remote

About The Position

TailorCare is investing in the people and systems needed to scale our contact center operations efficiently. As our Senior Workforce Management Analyst, you will manage forecasting, scheduling, and real-time adherence across our care teams, ensuring we have the right people in the right place at the right time to deliver an exceptional patient experience. This role is both analytical and operational: you’ll build and maintain staffing models, coordinate closely with our contact center teams to serve as the contact center’s primary resource for capacity planning and workforce tooling, as well as working with our Marketing team to ensure calling campaigns appropriately align with workforce schedules. As TailorCare scales and brings a new CCaaS platform online, you’ll contribute to how WFM practices are built into our systems and workflows.

Requirements

Bachelor’s degree in a related field, or equivalent practical experience.
4+ years of experience in workforce management, scheduling, or contact center operations.
Hands-on experience with WFM/WEM platforms (e.g., Five9 WFM, NICE WFM, Genesys WFM, or similar).
Hands-on experience with CRM and telephony/CCaaS systems; experience with outbound dialer platforms a plus.
Strong quantitative and analytical skills; able to build and maintain staffing and forecasting models.
Experience coordinating outbound campaign scheduling or working closely with outbound operations teams.
Excellent attention to detail and organizational skills; able to manage schedules and configurations for a multi-team environment independently.
Comfortable building and documenting WFM processes in a growing function.
Strong written and verbal communication skills, with the ability to partner cross-functionally across clinical, operational, and marketing teams.
Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.

Nice To Haves

Experience implementing or configuring WFM tools as part of a CCaaS migration or new platform deployment.
Experience in healthcare, care navigation, or another highly-regulated environment.
Exposure to real-time operations monitoring and SLA management in a high-volume contact center.

Responsibilities

Own short- and long-term volume forecasting for inbound and outbound contact center activity across all care teams (Care Associates, Care Coordinators, Clinical Navigators).
Build and maintain staffing models that account for service level targets, handle times, shrinkage, and growth projections.
Partner with care team managers to develop shift plans, PTO strategies, and contingency coverage models.
Produce capacity planning analyses to support headcount decisions and hiring timelines.
Serve as the primary administrator for WFM tools within the contact center.
Maintain documentation for WFM processes, configurations, and naming conventions to support a scalable, auditable environment.
Partner with contact center vendor and technology teams on configuration, testing, and rollout of new WFM capabilities or system integrations.
Build and publish agent schedules across care teams, balancing coverage needs and operational requirements.
Monitor real-time adherence and queue performance, identifying and escalating deviations from plan and activating coverage adjustments as needed.
Maintain and update scheduling tools and WFM platform configurations as team structures, hours, or workflows change.
Facilitate daily or weekly operational stand-ups with care team managers to align on coverage, flag risks, and coordinate same-day adjustments.
Partner with Marketing and care teams to plan, schedule, and execute outbound calling campaigns, including capacity allocation, timing, and dialer configuration.
Translate campaign goals (volume targets, contact windows, member segments) into agent scheduling and workload plans.
Monitor campaign performance in real time, adjusting agent allocation and pacing to optimize contact rates and service levels.
Maintain campaign schedules and communicate changes to care team managers and relevant stakeholders.
Own recurring WFM reporting: schedule adherence, occupancy, utilization, shrinkage, service levels, and campaign performance.
Partner with Analytics and Operations leadership to build and maintain dashboards that surface workforce health and capacity trends.
Identify staffing risks, forecast variances, and productivity trends; bring actionable recommendations to leadership.
Other duties as assigned.