Senior Lead, Analytics & Workforce Optimization

Relevance Ventures; New York, Northern (NY, KY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401k with match

Generous PTO and holidays

Job summary

Talkiatry is seeking a Senior Manager, Analytics & Workforce Management to serve as the analytical backbone for Core Operations. You will lead workforce planning, forecasting, and performance analytics for PCC Operations across four channels and five lines of business, driving efficiency and service quality at scale.

You will build and own the analytics and reporting engine, track KPIs, and partner with cross-functional teams to embed insights into strategic planning.

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 (300+ team members).
• Advanced proficiency in Excel, SQL, and visualization tools (Tableau/Looker/Omni).
• Experience with Genesys, ServiceNow, Salesforce or similar tools preferred.

Responsibilities

• Lead workforce planning and forecasting for PCC operations across multiple channels and lines of business.
• Implement WFM best practices for forecasting, scheduling, adherence, and intraday management.
• Collaborate with Finance and BizOps to track performance against budget and inform future cycles.
• Develop dashboards and reporting frameworks for day-to-day management and long-term decisions.
• Partner with PCC leaders to identify trends, root causes, and operational improvements.

Skills

Operations analytics

Workforce management

SQL

Excel

Tableau/Looker

Stakeholder management

Reporting & dashboards

Education

Bachelor’s degree

Master’s degree preferred

Tools

Genesys

ServiceNow

Salesforce

Tableau

Job description

Talkiatry is seeking a Senior Manager, Analytics & Workforce Management to serve as the analytical backbone for Core Operations. You will lead workforce planning, forecasting, and performance analytics for PCC Operations across four channels and five lines of business, driving efficiency and service quality at scale.

You will build and own the analytics and reporting engine, track KPIs, and partner with cross-functional teams to embed insights into strategic planning.