Senior Workforce Management Analyst

Senior Workforce Management Analyst

The Senior Workforce Management Analyst position is a crucial member of the Business Planning and Workforce Management team. Your primary responsibilities will be on maximizing the utilization and benefit of our Workforce Management (WFM) platform. Utilizing systems and analytics to optimize Cohere Health service, Clinical Nursing, and Clinical MD operations performance and delivery by aligning staffing levels and resources allocation with our long term strategic goals.

As the Senior Workforce Management Analyst, you will leverage advanced data analytics with the support from our Solutions Performance Analytics, and Business Intelligence teams, your deep understanding and practical experience of Workforce Management principles, contact center metrics, clinical and customer relationship data to provide actionable reporting, and deep data insights to foster a data-driven culture. Drive measurable process improvements within the Service and Clinical Operations teams and across Cohere Health. Independently scope out initiatives and projects. Conduct ROI / Amortization modeling, and tie operational performance to the financial model.

Be the subject matter expert for the enterprise Workforce Management platform, preferably NICE IEX experience.

Provide Workforce Management platform administrative support through managing user accounts, access rights, work with the team to maximize forecasting accuracy, scheduling efficiency.

Lead Weekly short-term forecast meetings with close collaboration with the Service Operations leadership team.

Support team members to create daily staffing and schedule optimization, and meet daily Intraday performance and schedule adherence goals

Support team members to fully execute Shift bidding / PTO bidding strategies

Analyze operational and workforce data. Identify root causes for performance issues.

Be an active participant and collaborate closely with the Analytics teams

Mentoring real time analysts and schedulers in their daily tasks, helping them execute to a high level.

Partner closely with other WFM analysts create accurate and sustainable reporting for productivity

Create trend reports for service operations around volume and production.

Drive daily and weekly efficiencies based on trend

BA/BS Degree in Business Administration, Computer Science, or Mathematics preferred

3-5 years of experience supporting and utilizing Workforce Management Systems to drive strategic long term planning and weekly short term planning, schedule efficiency and performance.

2-3 years of experience measuring productivity and other performance related metrics

Strong domain knowledge in understanding of contact center metrics such as Service Level, Average Handled Time, Average Speed of Answer, and workforce management metrics such as occupancy, shrinkage, adherence, and their interconnectedness to business impacts

Proven experience and expertise in Workforce Management principles and practices such as forecasting, scheduling, real time monitoring, capacity planning.

Hands on experience building forecasting models

Ability to calculate required workload and make 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 using NICE IEX Enhanced Strategic Planner preferred

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

Flex Time Off + company holidays

Up to 14 weeks of paid parental leave

Pet insurance

The salary range for this position is $65,000 to $74,000 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: CA, NY, or WA.

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Cohere Health's clinical intelligence platform and agentic AI-powered solutions connect health plans' strategic goals and providers' needs, optimizing the speed, cost, and quality of care. With an enterprise approach that streamlines payer-provider decision-making across the care continuum–including policy, prior authorization, payment accuracy, and more–the company improves collaboration and reduces burden, resulting in up to 8x ROI and 94% provider satisfaction.

With the acquisition of ZignaAI, we've further enhanced our platform by launching our Payment Integrity Suite, anchored by Cohere Validate™, an AI-driven clinical and coding validation solution that operates in near real-time. By unifying pre-service authorization data with post-service claims validation, we're creating a transparent healthcare ecosystem that reduces waste, improves payer-provider collaboration and patient outcomes, and ensures providers are paid promptly and accurately.

Cohere Health's innovations continue to receive industry wide recognition. We've been named to the 2025 Inc. 5000 list and in the Gartner® Hype Cycle™ for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn™ Startup for 2023 & 2024. Backed by leading investors such as Deerfield Management, Define Ventures, Flare Capital Partners, Longitude Capital, and Polaris Partners.

The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles . We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

We can't wait to learn more about you and meet you at Cohere Health!

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it's personal.