Sr. Operations Analyst - Workforce Management

​​About the Role:

The Sr. Operations Analyst, Workforce Management will oversee daily operations and play a pivotal role in ensuring optimal staffing, scheduling, and workforce performance between internal and external agents. As a key part of the Workforce Management (WFM) team, you will focus on balancing staffing needs with demand forecasts, improving workforce efficiency, and ensuring an exceptional experience for both providers and patients.

Reporting to the Sr. Manager of Workforce Operations, you will lead a team to monitor performance, provide insights, and proactively manage workforce strategies to meet business goals.

You Will:

• Own workforce scheduling, staffing, and real-time management to ensure coverage aligns with business demand.

• Analyze operational data to forecast volume and resource needs, identifying trends to optimize workforce performance.

• Monitor and track key metrics such as agent productivity, engagement, retention, and overall team performance.

• Serve as the point of escalation for workforce-related issues, coordinating with cross-functional teams to implement timely solutions.

• Oversee workforce tools and processes, ensuring accurate reporting and efficient scheduling systems.

• Proactively manage seasonal and dynamic shifts in workload, providing recommendations to leadership on workforce adjustments.

• Partner with leadership teams to develop strategies that support workforce efficiency, employee satisfaction, and cost management.

• Create and deliver reports and insights for leadership consumption to drive workforce-related decision-making.

• Coach and develop team members to drive performance and engagement.

You Have:

• 5+ years relevant experience in Workforce Management; prior experience in consulting, analytics, or healthcare operations in a fast-paced, high-growth, and rapidly changing environment, or similar

• Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.

Preferred Qualifications: 

• Experience with workforce management tools (e.g., Assembled, NICE, Verint, Kronos, or similar WFM software) for scheduling, forecasting, and performance tracking.

• Strong proficiency in data analysis and reporting using Excel/Google Sheets, and familiarity with BI tools like Looker or Tableau.

• Proven experience in real-time management and adjusting staffing to meet fluctuating operational demands.

• Demonstrated ability to coach, mentor, and develop high-performing teams.

• Knowledge of contact center operations, workforce optimization principles, and staffing best practices.

• Excellent problem-solving skills with the ability to analyze trends, anticipate challenges, and provide data-driven recommendations.

• Strong collaboration skills with the ability to work effectively across cross-functional teams including Operations, Product, and HR.

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles

• Unlimited PTO, company holidays, and quarterly mental health days

• Comprehensive health benefits including medical, dental & vision, and parental leave

• Employee Stock Purchase Program (ESPP)

• Employee discounts on hims & hers & Apostrophe online products

• 401k benefits with employer matching contribution

• Offsite team retreats

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