Senior Workforce Management Analyst

This fully remote role is a key member of the Business Planning and Workforce Management team. You will maximize the utilization and benefit of our Workforce Management (WFM) platform, optimizing Cohere Health’s service, Clinical Nursing, and Clinical MD operations by aligning staffing levels and resource allocation with long-term strategic goals.

Responsibilities

• Serve as the subject-matter expert for the enterprise Workforce Management platform (preferably NICE IEX).
• Provide administrative support for the WFM platform, including managing user accounts, access rights, and collaborating on forecasting accuracy and scheduling efficiency.
• Lead weekly short-term forecast meetings with Service Operations leadership.
• Support daily staffing and schedule optimization to meet intraday performance and schedule adherence goals.
• Execute shift bidding and PTO bidding strategies.
• Analyze operational and workforce data to identify root causes of performance issues.
• Collaborate with Analytics teams to create accurate and sustainable productivity reporting.
• Develop trend reports for service operations around volume and production.
• Drive daily and weekly efficiencies based on data trends.
• Mentor real-time analysts and schedulers in their daily tasks.
• Partner with other WFM analysts to build forecasting models and calculate required workload for staffing recommendations.
• Conduct ROI and amortization modeling, tying operational performance to the financial model.
• Scope and lead initiatives and projects independently.

Requirements

• BA/BS Degree in Business Administration, Computer Science, or Mathematics preferred.
• 3-5 years of experience supporting and utilizing Workforce Management Systems for strategic long-term and short-term planning, scheduling efficiency, and performance.
• 2-3 years of experience measuring productivity and other performance-related metrics.
• Strong domain knowledge of contact center metrics (Service Level, Average Handled Time, Average Speed of Answer) and WFM metrics (occupancy, shrinkage, adherence).
• Proven expertise in Workforce Management principles: forecasting, scheduling, real-time monitoring, and capacity planning.
• Hands-on experience building forecasting models and making 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 with NICE IEX Enhanced Strategic Planner preferred.

Benefits

• Fully remote opportunity with about 5% travel.
• Medical, dental, vision, life, and disability insurance, plus an Employee Assistance Program.
• 401K retirement plan with company match; flexible spending and health savings accounts.
• Flexible Time Off plus company holidays.
• Up to 14 weeks of paid parental leave.
• Pet insurance.

Pay

The salary range for this position is $65,000 to $74,000 annually, as part of a total benefits package that includes health insurance, 401k, and bonus.