Strategic Ops Lead: Scheduling & Analytics

Lever, Inc.; United Kingdom; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Lyra Health in the United Kingdom is seeking an Operations Lead to drive the administrative engine of our clinical operations team. You will oversee rosters, shift management, resource planning, and day-to-day analytics to ensure optimal workforce deployment and client support.

The role partners with team leaders to maintain service standards, manage escalations, and support cross-team improvements in a fast-paced environment. Experience in call-centre or service operations is essential.

Qualifications

• Several years of experience in operations lead/coordination, call centre supervision, or related support roles.
• Strong proficiency with scheduling, spreadsheets, and data-tracking systems.
• Excellent attention to detail, numerical and analytical capabilities, and quick problem solving under pressure.

Responsibilities

• Monitor real-time queue volumes and performance targets to ensure SLA compliance.
• Build, maintain and optimise staff rosters, manage leave and shift swaps.
• Forecast short- and medium-term staffing needs based on utilisation data.
• Identify gaps and coordinate with leaders to secure coverage during high demand.
• Maintain accurate operational data and generate staffing reports.
• Collaborate with teams to align workflows and share best practices.
• Serve as first point of contact for escalations and process improvements.
• Support operational projects, change management and QA checks.
• Audit data for accuracy and ensure privacy and security compliance.
• Track complaints/escalations and route for rapid resolution.
• Coordinate training and L&D allocation aligned with service demands.

Skills

Scheduling

Spreadsheets

Data tracking

Analytical skills

Problem solving

Tools

Scheduling software

Job description

Lyra Health in the United Kingdom is seeking an Operations Lead to drive the administrative engine of our clinical operations team. You will oversee rosters, shift management, resource planning, and day-to-day analytics to ensure optimal workforce deployment and client support.

The role partners with team leaders to maintain service standards, manage escalations, and support cross-team improvements in a fast-paced environment. Experience in call-centre or service operations is essential.