Senior Workforce Management Analyst

Cohere Health

1h • $70,000 - $75,000 • Remote

About The Position

The Senior Workforce Management Analyst position is a crucial member of the Business Planning and Workforce Management team. Your primary responsibilities will be on maximizing the utilization and benefit of our 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 our long term strategic goals.
As the Senior Workforce Management Analyst, you will leverage advanced data analytics with the support from our Solutions Performance Analytics, and Business Intelligence teams, your 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

• 3–5+ years of experience supporting and leveraging Workforce Management (WFM) systems to drive both long-term strategic planning and short-term operational planning, with a focus on schedule efficiency and performance.
• Strong understanding of contact center and workforce management metrics, including Service Level, Average Handle Time, Average Speed of Answer, occupancy, shrinkage, and adherence, and how these metrics impact the broader business.
• 2–3 years of experience measuring productivity and other performance-related metrics.
• Proven expertise in core Workforce Management principles and practices such as forecasting, scheduling, real-time monitoring, and capacity planning.
• Hands-on experience building forecasting models, calculating workload, and making staffing recommendations.
• Excellent interpersonal and communication skills, with the ability to partner effectively with both technical and business stakeholders.
• Bachelor’s degree in Business Administration, Computer Science, Mathematics, or a related field, or equivalent practical experience.

Nice To Haves

• Experience supporting both call center and back-office planning and metrics is a plus.
• Healthcare industry experience is a plus.
• Experience using NICE IEX Enhanced Strategic Planner or similar workforce management tools is a plus.

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 and utilize Enhanced Strategic Planner to drive monthly long term planning success
• 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.
• Work with WFM systems vendor support to ensure systems health and maximize WFM systems ROI
• Participate to scope out projects / initiatives and tie operational performance to the financial ROI model.
• Be an active participant and collaborate closely with the Analytics teams
• Create Workforce Management training material, drive user adoption training, onboard new users, and drive Workforce Management best practices

Benefits

• Fully remote opportunity with about 5% travel
• Medical, dental, vision, life, disability insurance, and Employee Assistance Program
• 401K retirement plan with company match; flexible spending and health savings account
• Up to 184 hours (23 days) of PTO per year + company holidays
• Up to 14 weeks of paid parental leave
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees