Senior Associate, Workforce Management
Develop forecasts, maintain coverage models, and build scalable reporting tools to ensure care teams meet demand and service levels. Partner with leaders to translate data into workforce plans and support scenario planning for growth.
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
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