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Sr. Operations Analyst, Workforce Management

Posted 3 days agoViewed

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💎 Seniority level: Senior, 5+ years

💸 Salary: 100000.0 - 115000.0 USD per year

🔍 Industry: Health and wellness

🏢 Company: hims & hers

⏳ Experience: 5+ years

Requirements:
  • 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.
  • 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.
Responsibilities:
  • 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.
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