hims & hers · 7 hours ago

Sr. Operations Analyst, Workforce Management

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $115K/yr

5+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce ManagementData AnalysisHealthcare OperationsWorkforce Management ToolsExcel/Google SheetsReal-time ManagementBI ToolsCoachingContact Center OperationsMentoringCollaboration Skills

Required

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

Preferred

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