Senior Associate, Workforce Management

Summary

Join Thyme Care as their founding Sr. Associate, Workforce Management and play a pivotal role in driving day-to-day operational excellence. You will develop forecasts, maintain coverage models, and build scalable reporting tools to ensure teams meet demand and uphold service levels. This role involves managing capacity with accuracy and agility, impacting patient outcomes directly. You will lead stakeholder sessions, translate data into workforce plans, and build models to answer complex questions. The position requires collaboration with care delivery leaders and close partnership with small, high-sensitivity teams. Success in this role involves being a reliable, agile partner, communicating clearly, and thriving in a fast-paced environment.

Requirements

• 3–5 years of experience in workforce management, analytics, or scheduling in a service or operations environment
• Hands-on experience with one or more WFM platforms: Verint, Calabrio, NICE IEX/Playvox, Alvaria, or Assembled
• Familiarity with CCaaS platforms such as Genesys, Five9, NICE CXone, Zoom Contact Center, 8x8, or Talkdesk
• Experience supporting proactive and back-office service models
• Proficiency in Google Sheets or Excel, including pivot tables and time-based modeling
• A strong attention to detail when working with small and specialized staff groups where margin for error is limited
• Effective communicator with the ability to collaborate across care delivery, operations, and leadership
• Experience building dashboards in Looker, Metabase, or Google Analytics

Responsibilities

• Develop, maintain, and update short-term staffing and forecasting models aligned to shifting operational needs
• Monitor workforce adherence and interval coverage, flagging risks and generating recommendations
• Build dashboards and reporting tools using Google Sheets, Looker, or Metabase to support planning, hiring, and performance monitoring
• Collaborate with care delivery leaders to ensure schedules reflect training, holidays, and business priorities
• Support scenario planning for expanded hours, fluctuating volumes, and new contract launches
• Partner closely with small, high-sensitivity teams where minor errors can have major impact—applying rigor, empathy, and precision in every plan

Preferred Qualifications

• Helpful if you know any SQL or scripting (Python, R) for advanced analysis
• Exposure to high-growth, startup, or remote-first environments
• Knowledge of service-level metrics and contact center operations
• Act with our members in mind: Thyme Care’s mission matters deeply to you—especially when it comes to delivering a seamless, supportive experience for our members through well-staffed, well-run teams
• WFM Versatility: You’re comfortable working across the full spectrum of workforce functions—forecasting, scheduling, reporting, and real-time monitoring—and can pivot between them as business needs evolve
• Proactive problem-solving: You don’t wait for perfect information. You move work forward, follow up, and take initiative to unblock others
• Detail-Oriented Thinking: You catch what others miss, especially when small errors can create big ripple effects for teammates and patients
• Operational Judgment: You make decisions grounded in data and context, with a practical understanding of tradeoffs and urgency
• Clear, Purposeful Communication: You can explain complex models or scheduling changes in a way that makes sense to frontline teammates, leaders, and everyone in between
• Adaptability: You’re comfortable navigating ambiguity, adjusting course when plans shift, and staying focused on impact
• Team Orientation: You value collaboration and show up as a steady, trusted partner across care delivery, operations, and analytics

Benefits

• Equity
• Benefits
• Other opportunities at Thyme Care