Analyst, Operations Workforce

Summary

Join Spring Health's Workforce Management team as a Workforce Analyst and contribute to our mission of revolutionizing mental healthcare. This full-time, remote role requires a strong analytical mindset and expertise in workforce data analysis. You will conduct in-depth analyses, develop reports and dashboards, optimize WFM platforms, collaborate with cross-functional teams, and support workforce planning. Success in this role involves improving Care Support interaction SLAs, driving productivity improvements, and providing timely analytical support. The position offers a competitive salary and benefits package, including stock options.

Requirements

• 4+ years of experience in Workforce Analysis, with a deep understanding of how workforce data is created and how metrics are generated
• Expert proficiency in Excel (pivot tables, complex formulas, advanced analysis) and SQL for data extraction and manipulation
• Ability to work with data teams to find and understand underlying data sources for workforce metrics
• Proficiency with Workforce Management (WFM) software (e.g., Assembled, Calabrio, Genesys, NICE), with a preference for Assembled experience
• Strong analytical, problem-solving, and communication skills, capable of translating complex data into clear, actionable insights for diverse stakeholders
• Demonstrated strategic thinking, strong organizational skills, and ability to manage multiple projects and timelines effectively
• Ability to work autonomously and proactively in a fast-paced, high-pressure environment, with high integrity, attention to detail, and a resourceful, professional attitude
• Familiarity with contact center operations, scheduling - constraints, and shift bidding processes

Responsibilities

• Conduct in-depth analysis of workforce data (service level, productivity, adherence) to identify trends, root causes, and systemic issues, translating complex insights into actionable recommendations for stakeholders
• Develop and maintain robust reports, analytical models, and dashboards to monitor operational performance and support data-driven decision-making
• Leverage and optimize Workforce Management (WFM) platforms (e.g., Assembled, TalkDesk, Zendesk) to ensure data integrity, generate accurate metrics, and inform operational strategy
• Collaborate with cross-functional teams and the WFM team to refine forecasting, scheduling, and process improvements, ensuring alignment with SLAs and broader business goals
• Provide analytical support for workforce planning activities, demonstrating strategic thinking and managing multiple projects across different timelines
• Drive continuous improvement by identifying opportunities to leverage technology, automate reporting, and develop self-service tools for workforce optimization
• Ensure data accuracy and reliability within WFM systems through analysis, troubleshooting, and data-driven audits
• Deploy AI tools to improve accuracy and efficiency of WFM systems and processes
• Partner with leadership to assess staffing needs and optimize resource allocation
• Analyze historical data and trends to refine forecasting models and recommend process improvements
• Help identify and provide input on policies and documentation related to workforce management practices
• Achieving and improving Care Support interaction SLAs (email, chat, phone response speed) through accurate and impactful analytical insights
• Driving measurable improvements in Care Support productivity and adherence via data-driven recommendations
• Providing timely and effective analytical support and insights to cross-functional stakeholders on workforce planning, adherence, and SLA performance
• Successful contribution to and completion of analytical projects focused on workforce optimization
• Consistent delivery of data-driven recommendations that enhance the efficiency and quality of Spring Health processes

Preferred Qualifications

• Experience with data visualization tools (e.g., Looker, Power BI) is a plus
• Bonus: Experience in a high-growth startup environment

Benefits

• Health, Dental, Vision benefits start on your first day at Spring
• You and your dependents also receive access to One Medical accounts
• HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• We offer competitive paid time off policies including vacation, sick leave and company holidays
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
• Access to Noom , a weight management program—based in psychology, that’s tailored to your unique needs and goals
• Access to fertility care support through Carrot , in addition to $4,000 reimbursement for related fertility expenses
• Access to Wellhub ,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons , which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year
• $200 per year donation matching to support your favorite causes