Senior Analytics & Workforce Optimization Lead

Talkiatry; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401K with match

PTO & paid holidays

Parental leave

Job summary

Talkiatry is seeking a Senior Manager, Analytics & Workforce Management (WFM) to act as the analytical and operational backbone for Core Operations, enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ PCC organization.

You will design performance analytics, workforce planning, and reporting frameworks, partnering with PCC leaders to drive improvements, control costs, and enhance frontline performance visibility.

Qualifications

• 7+ years of experience in operations analytics, workforce management, or business operations.
• Proven success leading WFM and analytics for large-scale, high-volume operations.
• Advanced proficiency in Excel, Google Sheets, SQL, and visualization tools (Tableau/Looker/Omni).
• Experience with Genesys, ServiceNow, Salesforce, or similar tools.
• Bachelor’s degree required; Master’s degree preferred.

Responsibilities

• Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics.
• Track and interpret KPIs, including variable costs, workforce utilization, QA adherence, and staffing efficiency.
• Develop and maintain dashboards and reporting frameworks for day-to-day management and long-term decision-making.
• Build reports for program- or LOB-level performance tracking to establish consistent measurement processes.
• Partner with PCC leaders to identify trends, translate insights into operational improvements, and support growth initiatives.

Skills

Operations analytics

Workforce management

Leadership

Excel

SQL

BI visualization tools

Education

Bachelor’s degree

Master’s degree

Tools

Genesys

ServiceNow

Salesforce

Job description

Talkiatry is seeking a Senior Manager, Analytics & Workforce Management (WFM) to act as the analytical and operational backbone for Core Operations, enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ PCC organization.

You will design performance analytics, workforce planning, and reporting frameworks, partnering with PCC leaders to drive improvements, control costs, and enhance frontline performance visibility.