Senior Workforce Planning & Analytics

Thyme Care, Inc.; United States; Remote; USD 94,000 - 110,000; Full time

Job summary

Thyme Care, Inc. is seeking a Sr. Associate, Workforce Management to drive day-to-day operational excellence. You will develop forecasts, maintain coverage models, and build scalable reporting tools to meet demand while upholding service levels.

In this care-delivery role, you’ll connect frontline teams with leadership, translate data into workforce plans, and create models to answer complex “what if” questions for expanded hours and new contracts.

Qualifications

• 3–5 years of experience in workforce management, analytics, or scheduling in a service or operations environment.
• Hands-on experience with one or more WFM platforms: Verint, Calabrio, NICE IEX/Playvox, Alvaria, Planbase, or Assembled.
• Familiarity with CCaaS platforms such as 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 working with small and specialized staff groups where margin for error is limited.
• Effective communicator with the ability to collaborate across care delivery, operations, and leadership.
• Experience building dashboards in Looker, Metabase, or Google Analytics.
• Helpful if you know SQL or scripting (Python, R) for advanced analysis.
• Exposure to high-growth, startup, or remote-first environments.
• Knowledge of service-level metrics and contact center operations.

Responsibilities

• Develop, maintain, and update short-term staffing and forecasting models aligned to shifting operational needs.
• Monitor workforce adherence and interval coverage, flagging risks and generating recommendations.
• Build dashboards and reporting tools using Google Sheets, App Script and Looker to support planning, hiring, and performance monitoring.
• Collaborate with care delivery leaders to ensure schedules reflect training, holidays, and business priorities.
• Support scenario planning for expanded hours, fluctuating volumes, and new contract launches.
• Partner closely with small, high-sensitivity teams where minor errors can have major impact—applying rigor, empathy, and precision in every plan.

Skills

Forecasting

Scheduling

Data analytics

Google Sheets

Pivot tables

SQL

Python/R

Looker

Metabase

Cross-functional collaboration

Communication

Care delivery

Tools

Verint

Calabrio

NICE IEX/Playvox

Alvaria

Planbase

Assembled

Amazon Connect

Genesys

Five9

NICE CXone

Zoom Contact Center

8x8

Talkdesk

Job description

Thyme Care, Inc. is seeking a Sr. Associate, Workforce Management to drive day-to-day operational excellence. You will develop forecasts, maintain coverage models, and build scalable reporting tools to meet demand while upholding service levels.

In this care-delivery role, you’ll connect frontline teams with leadership, translate data into workforce plans, and create models to answer complex “what if” questions for expanded hours and new contracts.