Senior Workforce Management Analyst
Opportunity Overview
The Senior Workforce Management Analyst position is a crucial member of the Business Planning and Workforce Management team. Your primary responsibilities will be on maximizing the utilization and benefit of our Workforce Management (WFM) platform. Utilizing systems and analytics to optimize Cohere Health service, Clinical Nursing, and Clinical MD operations performance and delivery by aligning staffing levels and resources allocation with our long term strategic goals.
As the Senior Workforce Management Analyst, you will leverage advanced data analytics with the support from our Solutions Performance Analytics, and Business Intelligence teams, your deep understanding and practical experience of Workforce Management principles, contact center metrics, clinical and customer relationship data to provide actionable reporting, and deep data insights to foster a data-driven culture. Drive measurable process improvements within the Service and Clinical Operations teams and across Cohere Health. Independently scope out initiatives and projects. Conduct ROI / Amortization modeling, and tie operational performance to the financial model.
What you'll do
- 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 o