Senior Manager, Workforce Management
New
T
TalkiatryMental Health
Location: Remote; Workplace: RemoteFull-TimeManager
Salary130,000 - 150,000 USD per year
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Job Details
- Experience
- 7+ years of experience in operations analytics, workforce management, or business operations
- Required Skills
- SQLTableauMicrosoft ExcelStakeholder managementServiceNow
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).
- 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.
- Excellent communication and stakeholder management skills.
- Bachelor’s degree required; Master’s degree in Business, Operations, or Analytics preferred.
Responsibilities
- Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics.
- Track and interpret KPIs, including variable costs, workforce utilization, QA adherence, and staffing efficiency.
- Develop and maintain dashboards and reporting frameworks.
- Lead workforce planning and forecasting for PCC operations across four communication channels and five key lines of business.
- Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management.
- Partner with Finance and BizOps to track operational performance against budget and inform future budget cycles.
- Leverage WFM platforms such as Genesys and ServiceNow to enhance forecast accuracy and reporting automation.
- Collaborate with Ops Excellence, Quality & Training, and Product to embed insights into workflows and strategic planning.
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