Note: The job is a remote job and is open to candidates in USA. Cohere Health is a company focused on optimizing healthcare delivery through innovative technology solutions. The Workforce Management Analyst will play a crucial role in enhancing workforce performance by utilizing data analysis and management tools to support staffing and operational decisions.
Responsibilities
- Monitor staffing levels and notify leadership of variances to ensure optimal service levels
- Forecast staffing needs based on activity and volume
- Partner with leaders to track and plan for meetings, trainings, and other non-production hours
- Lead daily meetings with call center management to review trends and performance impacts
- Recommend and manage overtime or voluntary time off when needed
- Track and analyze function and agent-level performance using multiple data sources
- Report on historical data and trends to identify risks and opportunities
- Support process improvements and assist in creating process flows
- Prepare clear, high-quality presentations for leadership
Skills
- 2–3 years of experience with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM) supporting forecasting, scheduling, intraday management, and workforce optimization
- Experience with call center and back-office operations required
- Advanced proficiency in Microsoft Excel and/or Google Sheets, including custom modeling, reporting, and data visualization required
- Experience analyzing productivity and operational performance metrics to identify trends, risks, opportunities, and actionable insights
- Strong understanding of forecasting and workforce planning concepts, including staffing and resource recommendations
- Excellent communication and presentation skills with the ability to collaborate across cross-functional teams
- Highly organized, analytical, and adaptable, with the ability to thrive in a fast-paced, high-growth environment
- Healthcare or utilization management experience is a plus
- Salesforce experience is a plus
- Bachelor's degree in Business, Mathematics, Computer Science, or a related field preferred
Benefits
- Fully remote opportunity with about 5% travel
- 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 Overview
Company H1B Sponsorship