Workforce Management Analyst

Role Description

The Workforce Management Analyst is a key member of the Business Planning & Workforce Management team, responsible for optimizing workforce performance across service and clinical operations. Leveraging workforce management tools, forecasting, and data analysis, this role supports short-term planning, staffing decisions, resource allocation, and operational agility to ensure consistent service delivery.

This role manages intraday operations across Intake and Clinical RN teams, monitoring volume, productivity, staffing, scheduling, and queue performance. You will deliver performance reporting, identify key drivers and trends, uncover opportunities for process improvement and automation, and provide actionable insights to support operational and strategic decision-making in a fast-paced, high-growth environment.

What you’ll do:

• Monitor staffing levels and notify leadership of variances to ensure optimal service levels
• Forecast staffing needs based on activity and volume
• Partner with leaders to track and plan for meetings, trainings, and other non-production hours
• Lead daily meetings with call center management to review trends and performance impacts
• Recommend and manage overtime or voluntary time off when needed
• Track and analyze function and agent-level performance using multiple data sources
• Report on historical data and trends to identify risks and opportunities
• Support process improvements and assist in creating process flows
• Prepare clear, high-quality presentations for leadership

Qualifications

• 2–3 years of experience with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM) supporting forecasting, scheduling, intraday management, and workforce optimization
• Experience with call center and back-office operations required
• Healthcare or utilization management experience is a plus
• Advanced proficiency in Microsoft Excel and/or Google Sheets, including custom modeling, reporting, and data visualization required
• Salesforce experience is a plus
• Experience analyzing productivity and operational performance metrics to identify trends, risks, opportunities, and actionable insights
• Strong understanding of forecasting and workforce planning concepts, including staffing and resource recommendations
• Excellent communication and presentation skills with the ability to collaborate across cross-functional teams
• Highly organized, analytical, and adaptable, with the ability to thrive in a fast-paced, high-growth environment
• Bachelor's degree in Business, Mathematics, Computer Science, or a related field preferred

Requirements

• Fully remote opportunity with about 5% travel
• Medical, dental, vision, life, disability insurance, and Employee Assistance Program
• 401K retirement plan with company match; flexible spending and health savings account
• Up to 184 hours (23 days) of PTO per year + company holidays
• Up to 14 weeks of paid parental leave
• Pet insurance

Benefits

The salary range for this position is $55,000 to $75,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. This role is not eligible for hire in: AK, CA, CO, HI, NY, or WA.

Interview Process

• Connect with Talent Acquisition for a Preliminary Phone Screening
• Take Home Exercise
• Meet your Hiring Manager!
• Team Interview
• Leadership Interview