Senior Manager of Workforce Management

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) Experience with Genesys, ServiceNow, Salesforce, or other workforce/scheduling tools preferred 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; Master’s degree in Business, Operations, or Analytics preferred What the job involves As Senior Manager, Analytics & Workforce Management (WFM), you’ll serve as the analytical and operational backbone for Core Operations – enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ omni-channel Patient Care Coordinator (PCC) organization Reporting directly to the Director of Core Operations, you’ll lead the design and execution of performance analytics, workforce planning, and reporting frameworks that drive Talkiatry’s operational excellence goals Your team will play a critical role in ensuring our PCCs and frontline operations deliver consistent, high-quality support at scale, meeting performance and efficiency targets across Core Ops This is a hands-on, cross-functional leadership role at the center of Core Operations – ideal for a results-oriented operator who can blend analytics with execution to improve patient and provider experience, reduce costs, and enhance frontline performance visibility 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 #J-18808-Ljbffr