Senior Workforce Management Analyst

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

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

TailorCare is investing in the people and systems needed to scale our contact center operations efficiently. As our Senior Workforce Management Analyst, you will manage forecasting, scheduling, and real-time adherence across our care teams, ensuring we have the right people in the right place at the right time to deliver an exceptional patient experience.

This role is both analytical and operational: you’ll build and maintain staffing models, coordinate closely with our contact center teams to serve as the contact center’s primary resource for capacity planning and workforce tooling, as well as working with our Marketing team to ensure calling campaigns appropriately align with workforce schedules. As TailorCare scales and brings a new CCaaS platform online, you’ll contribute to how WFM practices are built into our systems and workflows.

Primary Responsibilities

Forecasting & Capacity Planning

• Own short- and long-term volume forecasting for inbound and outbound contact center activity across all care teams (Care Associates, Care Coordinators, Clinical Navigators).
• 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.

Qualifications

• Bachelor’s degree in a related field, or equivalent practical experience.
• 4+ years of experience in workforce management, scheduling, or contact center operations.
• Hands‑on experience with WFM/WEM platforms (e.g., Five9 WFM, NICE WFM, Genesys WFM, or similar).
• Hands‑on experience with CRM and telephony/CCaaS systems; experience with outbound dialer platforms a plus.
• 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.

Nice to Have

• Experience implementing or configuring WFM tools as part of a CCaaS migration or new platform deployment.
• Experience in healthcare, care navigation, or another highly-regulated environment.
• Exposure to real-time operations monitoring and SLA management in a high-volume contact center.

Skills

• Workforce forecasting and capacity modeling
• Scheduling and real-time adherence management
• WFM platform administration
• Outbound campaign planning and coordination
• Data analysis and reportingCross-functional collaboration
• Process documentation and operational rigor

What's In It For You

• Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact.
• Work Environment: We operate as a remote‑first company with options for a hybrid work model in Nashville.
• Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge.
• Family First: We offer paid parental leave and support a healthy work‑life balance, encouraging flexibility and autonomy. We love talking about our family and pets!
• Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution.
• Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching.
• Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day.

TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.