Senior Manager, Workforce Management - New York, NY

Responsibilities

Operational Analytics & Performance Tracking

• Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics.
• Track and interpret KPIs, including variable costs (% of revenue and per visit), workforce utilization, QA adherence, and staffing efficiency – to drive accountability across teams.
• Develop and maintain dashboards and reporting frameworks that support day-to-day management and long-term decision-making.
• Support program- or LOB-level performance tracking (e.g., Therapy, Intake, or pilot initiatives) by building tailored reports that establish consistent tracking and performance measurement processes.
• Partner with PCC leaders to identify performance trends, uncover root causes, and translate insights into operational improvements.
• Deliver clear, actionable reporting to ensure Core Ops stays aligned with business goals and growth initiatives.

Workforce Optimization & Forecasting

• Lead workforce planning and forecasting for Talkiatry’s Patient Care Coordinator (PCC) operations – spanning four communication channels (phone, SMS, webchat, and email) and five key lines of business: Psychiatry Intake, Therapy Referral, External Referral, Patient and Provider Support, and Call Center Teams.
• Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management – including AWA, shrinkage, service levels, and queue performance – to maximize efficiency and service quality while aligning staffing and capacity with patient volume and demand.
• Partner with Finance and BizOps to track operational performance against budget, refine key assumptions, and inform future budget cycles.
• Continuously evaluate variable costs and productivity drivers, identifying opportunities to reduce waste, optimize utilization, and improve overall performance.
• Leverage WFM platforms such as Genesys and ServiceNow to enhance forecast accuracy, real-time visibility, and reporting automation.

Cross-Functional Enablement & Leadership

• Partner closely with Ops Excellence, Quality & Training, and Product to embed analytics and WFM insights into systems, workflows, and strategic planning.
• Build and reinforce a data-driven culture across PCC Ops, integrating dashboards, performance reviews, and feedback loops into daily operations.
• Collaborate with BizOps to ensure frontline data informs Core Ops’ growth and retention initiatives, efficiency goals, and patient experience improvements.
• Communicate trends, risks, and opportunities clearly to senior leadership to support data-driven decision-making and change activation.

Requirements

• 7+ years of experience in operations analytics, workforce management, or business operations, ideally within contact center or patient access environments.
• Proven success leading WFM and analytics functions supporting large-scale, high-volume operations (300+ team members across omni-channel environments).
• Advanced proficiency in Excel, GSheet, SQL, and visualization tools (Tableau, Looker, Omni, or similar).
• Strong analytical and problem-solving skills; ability to translate complex data into clear business actions.
• Demonstrated ability to drive performance improvement through data-driven decision-making.
• Excellent communication and stakeholder management skills across technical and operational audiences.
• Bachelor’s degree required.

Nice-to-Haves

• Experience with Genesys, ServiceNow, Salesforce, or other workforce/scheduling tools preferred.
• Master’s degree in Business, Operations, or Analytics preferred.

Compensation & Benefits

• Salary range: $140,000 - $160,000
• Excellent benefits: medical, dental, vision effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more.