Cohere Health · 1 day ago
Senior Workforce Management Analyst
United States
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $75K/yr
3+ years expCohere Health is a company that delivers AI-powered solutions to streamline access to quality care. They are seeking a Senior Workforce Management Analyst to maximize the utilization of their Workforce Management platform and drive measurable process improvements within their service and clinical operations teams.
Consumer SoftwareHealth CareSaaSSoftware
Responsibilities
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 and utilize Enhanced Strategic Planner to drive monthly long term planning success
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
Work with WFM systems vendor support to ensure systems health and maximize WFM systems ROI
Participate to scope out projects / initiatives and tie operational performance to the financial ROI model
Be an active participant and collaborate closely with the Analytics teams
Create Workforce Management training material, drive user adoption training, onboard new users, and drive Workforce Management best practices
Qualification
Required
3–5+ years of experience supporting and leveraging Workforce Management (WFM) systems to drive both long-term strategic planning and short-term operational planning, with a focus on schedule efficiency and performance
Strong understanding of contact center and workforce management metrics, including Service Level, Average Handle Time, Average Speed of Answer, occupancy, shrinkage, and adherence, and how these metrics impact the broader business
2–3 years of experience measuring productivity and other performance-related metrics
Proven expertise in core Workforce Management principles and practices such as forecasting, scheduling, real-time monitoring, and capacity planning
Hands-on experience building forecasting models, calculating workload, and making staffing recommendations
Excellent interpersonal and communication skills, with the ability to partner effectively with both technical and business stakeholders
Bachelor's degree in Business Administration, Computer Science, Mathematics, or a related field, or equivalent practical experience
Preferred
Experience supporting both call center and back-office planning and metrics is a plus
Healthcare industry experience is a plus
Experience using NICE IEX Enhanced Strategic Planner or similar workforce management tools is a plus
Benefits
Medical, dental, vision, life, disability insurance, and Employee Assistance Program
401K retirement plan with company match; flexible spending and health savings account
Up to 184 hours (23 days) of PTO per year + company holidays
Up to 14 weeks of paid parental leave
Pet insurance
Company
Cohere Health
Cohere Health is a SaaS company that focuses on improving the efficiency and effectiveness of healthcare delivery.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$186.1MKey Investors
Temasek HoldingsDeerfield ManagementPolaris Partners
2025-05-14Series C· $90M
2024-02-01Series C· $50M
2021-04-13Series B· $36.1M
Leadership Team
Siva Namasivayam
Chief Executive Officer
Robert Shepardson
Chief Financial Officer
Recent News
Company data provided by crunchbase