Senior Associate, Workforce Management

Key Responsibilities

• Develop, maintain, and update short-term staffing and forecasting models aligned to shifting operational needs
• Monitor 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

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
• Strong attention to detail when working with small and specialized staff groups
• Effective communicator with the ability to collaborate across care delivery, operations, and leadership

Nice-to-Haves

• Experience building dashboards in Looker, Metabase, or Google Analytics
• Knowledge of SQL or scripting (Python, R) for advanced analysis
• Exposure to high-growth, startup, or remote-first environments
• Knowledge of service-level metrics and contact center operations

Compensation

• Base salary: $93,500 - $110,000 / year