Senior Associate, Workforce Management

Talenthop; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

TalentHop, partnering with a leading oncology care organization, seeks a Senior Associate, Workforce Management to optimize staffing and ensure patient care continuity across care delivery teams.

You will forecast staffing needs, maintain coverage models, and build dashboards using Google Sheets, App Script, and Looker, collaborating with care delivery leaders to reflect training, holidays, and priorities in schedules. Experience with WFM platforms and contact center tools is essential.

Qualifications

• 3–5 years in workforce management, analytics, or scheduling.
• Experience with Verint, Calabrio, NICE IEX/Playvox, Alvaria, Planbase, or Assembled.
• Familiarity with contact center platforms like Amazon Connect, Genesys, Five9, NICE CXone, Zoom Contact Center, 8x8, or Talkdesk.
• Proficiency in Google Sheets or Excel with pivot tables and time-based modeling.
• Strong attention to detail with small, specialized staff groups.
• Effective communication across care delivery, operations, and leadership.
• Experience building dashboards in Looker, Metabase, or Google Analytics.
• Knowledge of SQL or scripting (Python, R) is beneficial.

Responsibilities

• Develop and update short-term staffing and forecasting models aligned with operational needs.
• Monitor workforce adherence and coverage intervals, identifying risks and recommending actions.
• Build dashboards and reporting tools using Google Sheets, App Script, and Looker.
• Collaborate with care delivery leaders to incorporate training, holidays, and priorities into schedules.
• Support scenario planning for expanded hours, volume fluctuations, and new contract launches.
• Work closely with specialized teams requiring precise and empathetic workforce planning.

Skills

Forecasting staffing

Scheduling

Data analysis

Communication

Scenario planning

Attention to detail

Cross-functional collaboration

Tools

Verint

Calabrio

NICE IEX/Playvox

Alvaria

Planbase

Assembled

Amazon Connect

Genesys

Five9

NICE CXone

Zoom Contact Center

8x8

Talkdesk

Looker

Metabase

Google Analytics

Google Sheets

Excel

SQL

Python

R

Job description

The organization operates in the oncology care sector, addressing challenges in cancer treatment by providing coordinated, value-based care. It partners with health plans, providers, and employers nationwide to enhance outcomes and reduce costs for people with cancer. Utilizing technology and AI alongside personalized support, it streamlines collaboration among caregivers, oncologists, and other stakeholders, aiming to improve the overall cancer care experience.

About the Opportunity

The SENIOR ASSOCIATE, WORKFORCE MANAGEMENT plays a key role in ensuring operational efficiency within the care delivery team. This position focuses on forecasting staffing needs, maintaining coverage models, and creating reporting tools to support effective team scheduling and capacity management. The role directly impacts patient care continuity by enabling specialized teams to meet demand accurately and adapt to changing priorities.

Responsibilities

• Develop and update short-term staffing and forecasting models aligned with operational needs
• Monitor workforce adherence and coverage intervals, identifying risks and recommending actions
• Build dashboards and reporting tools using Google Sheets, App Script, and Looker
• Collaborate with care delivery leaders to incorporate training, holidays, and priorities into schedules
• Support scenario planning for expanded hours, volume fluctuations, and new contract launches
• Work closely with specialized teams requiring precise and empathetic workforce planning

Requirements

• 3 to 5 years of experience in workforce management, analytics, or scheduling within service or operations
• Hands-on experience with workforce management platforms such as Verint, Calabrio, NICE IEX/Playvox, Alvaria, Planbase, or Assembled
• Familiarity with contact center platforms like Amazon Connect, 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
• Strong attention to detail when managing small, specialized staff groups
• Effective communication skills across care delivery, operations, and leadership
• Experience building dashboards in Looker, Metabase, or Google Analytics
• Knowledge of SQL or scripting (Python, R) is beneficial for advanced analysis
• Exposure to high-growth, startup, or remote-first environments
• Understanding of service-level metrics and contact center operations

Pay Range and Compensation Package

• The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.