Senior WFM & Real-Time Scheduling Lead

Socket.dev; Nashville (TN); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Meaningful Work

Remote-First

Generous PTO

Parental Leave

Medical, Dental, Vision

401k with Employer Match

Job summary

TailorCare is a remote-first company with a Nashville office and is scaling its contact center operations. The Senior Workforce Management Analyst will manage forecasting, scheduling, and real-time adherence across care teams to ensure staffing aligns with patient care goals.

The role blends analytical and operational work, building staffing models, coordinating with care teams, and aligning outbound campaigns with workforce schedules.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 4+ years in workforce management or contact center operations.
• Hands-on experience with WFM/WEM platforms (e.g., Five9 WFM, NICE WFM, Genesys WFM).
• Hands-on experience with CRM and telephony/CCaaS systems.
• Strong quantitative and analytical skills; able to build and maintain staffing and forecasting models.
• Experience coordinating outbound campaign scheduling or working closely with outbound operations teams.
• Excellent attention to detail and organizational skills; able to manage schedules and configurations for a multi-team environment independently.
• Comfortable building and documenting WFM processes in a growing function.
• Strong written and verbal communication skills, with the ability to partner cross-functionally across clinical, operational, and marketing teams.
• Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.

Responsibilities

• Forecasting & Capacity Planning: Own short- and long-term volume forecasting for inbound and outbound contact center activity across all care teams.
• Build and maintain staffing models that account for service level targets, handle times, shrinkage, and growth projections.
• Partner with care team managers to develop shift plans, PTO strategies, and contingency coverage models.
• Produce capacity planning analyses to support headcount decisions and hiring timelines.
• WFM Tool Administration: Serve as the primary administrator for WFM tools within the contact center.
• Maintain documentation for WFM processes, configurations, and naming conventions to support a scalable, auditable environment.
• Partner with contact center vendor and technology teams on configuration, testing, and rollout of new WFM capabilities or system integrations.
• Scheduling & Real-Time Adherence: Build and publish agent schedules across care teams, balancing coverage needs and operational requirements.
• Monitor real-time adherence and queue performance, identifying and escalating deviations from plan and activating coverage adjustments as needed.
• Maintain and update scheduling tools and WFM platform configurations as team structures, hours, or workflows change.
• Facilitate daily or weekly operational stand‑ups with care team managers to align on coverage, flag risks, and coordinate same-day adjustments.
• Outbound Campaign Coordination: Partner with Marketing and care teams to plan, schedule, and execute outbound calling campaigns, including capacity allocation, timing, and dialer configuration.
• Translate campaign goals (volume targets, contact windows, member segments) into agent scheduling and workload plans.
• Monitor campaign performance in real time, adjusting agent allocation and pacing to optimize contact rates and service levels.
• Maintain campaign schedules and communicate changes to care team managers and relevant stakeholders.
• Reporting & Analytics: Own recurring WFM reporting: schedule adherence, occupancy, utilization, shrinkage, service levels, and campaign performance.
• Partner with Analytics and Operations leadership to build and maintain dashboards that surface workforce health and capacity trends.
• Identify staffing risks, forecast variances, and productivity trends; bring actionable recommendations to leadership.
• Other duties as assigned.

Skills

Forecasting

Capacity modeling

Scheduling

Real-time adherence

WFM admin

Campaign planning

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Five9 WFM

NICE WFM

Genesys WFM

CCaaS platforms

CRM systems

Outbound dialers

Job description

TailorCare is a remote-first company with a Nashville office and is scaling its contact center operations. The Senior Workforce Management Analyst will manage forecasting, scheduling, and real-time adherence across care teams to ensure staffing aligns with patient care goals.

The role blends analytical and operational work, building staffing models, coordinating with care teams, and aligning outbound campaigns with workforce schedules.