Senior Associate, Workforce Management

About the role

As Thyme Care’s newest Sr. Associate, Workforce Management, you’ll play a pivotal role in driving day-to-day operational excellence. You'll be responsible for developing forecasts, maintaining coverage models, and building scalable reporting tools that ensure our teams are equipped to meet demand and uphold service levels.

Responsibilities

• Develop, maintain, and update short-term staffing and forecasting models aligned to shifting operational needs
• Maintain workforce adherence and interval coverage, flagging risks and generating recommendations
• Build dashboards and reporting tools using Google Sheets, App Script and Looker to support planning, hiring, and performance monitoring
• Collaborate with care delivery leaders to ensure schedules reflect training, holidays, and business priorities
• Support scenario planning for expanded hours, fluctuating volumes, and new contract launches
• Partner closely with small, high-sensitivity teams where minor errors can have major impact—applying rigor, empathy, and precision in every plan

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
• A strong attention to detail when working with small and specialized staff groups where margin for error is limited
• Effective communicator with the ability to collaborate across care delivery, operations, and leadership
• Experience building dashboards in Looker, Metabase, or Google Analytics
• Helpful if you know any SQL or scripting (Python, R) for advanced analysis
• Exposure to high-growth, startup, or remote-first environments

Qualifications

• Knowledge of service-level metrics and contact center operations

Skills

• WFM Versatility: Comfortable working across the full spectrum of workforce functions—forecasting, scheduling, reporting, and real-time monitoring
• Proactive problem-solving: Moves work forward, follows up, and takes initiative to unblock others
• Detail-Oriented Thinking: Catches what others miss, especially when small errors can create big ripple effects for teammates and patients
• Operational Judgment: Makes decisions grounded in data and context, with a practical understanding of tradeoffs and urgency
• Clear, Purposeful Communication: Explains complex models or scheduling changes in a way that makes sense to frontline teammates, leaders, and everyone in between
• Adaptability: Comfortable navigating ambiguity, adjusting course when plans shift, and staying focused on impact
• Team Orientation: Values collaboration and shows up as a steady, trusted partner across care delivery, operations, and analytics

Benefits

Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $93,500 - 110,000 / year. The salary range could be lower or higher than this if the role is hired at another level.

Pay

The base salary for this role is $93,500 - 110,000 / year.

Schedule

N/A