Senior Workforce Planning & WFM Lead (Remote)

tailorcare2023; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

TailorCare, a remote-first healthcare startup, seeks a Senior Workforce Management Analyst to scale our contact center operations and ensure optimal staffing across care teams. You will forecast volumes, build staffing models, and partner with care managers to align shifts and coverage.

You will also administer WFM tools, maintain configurations, and collaborate with Marketing to schedule outbound campaigns while monitoring adherence and service levels. Join us to shape WFM practices as we grow.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years in workforce management, scheduling, or contact center operations.
• Hands-on experience with WFM/WEM platforms (Five9, NICE, Genesys or similar).
• Experience with CRM and telephony/CCaaS systems; outbound dialer exp is a plus.
• Strong analytical skills; ability to build staffing and forecasting models.
• Experience coordinating outbound campaign scheduling with outbound teams.
• Attention to detail and ability to manage multi-team schedules and configurations.
• Strong written and verbal communication skills.

Responsibilities

• Forecast inbound/outbound care activity for all teams, short- and long-term.
• Build and maintain staffing models with service levels, handle times, and growth projections.
• Develop shift plans, PTO strategies, and contingency coverage.
• Own WFM tool administration and process documentation.
• Configure and roll out new WFM capabilities and system integrations.
• Publish agent schedules balancing coverage and operational needs.
• Monitor real-time adherence and queue performance; adjust as needed.
• Coordinate outbound campaigns with Marketing and care teams; align with workload plans.
• Produce recurring WFM reports and dashboards; surface capacity trends and risks.
• Identify staffing risks and provide actionable recommendations to leadership.
• Other duties as assigned.

Skills

Forecasting

Capacity planning

Scheduling

Real-time adherence

WFM tools

WFM analytics

Campaign coordination

Data analysis

Cross-functional communication

Education

Bachelor's degree in related field

Tools

Five9 WFM

NICE WFM

Genesys WFM

CRM systems

CCaaS platforms

Job description

TailorCare, a remote-first healthcare startup, seeks a Senior Workforce Management Analyst to scale our contact center operations and ensure optimal staffing across care teams. You will forecast volumes, build staffing models, and partner with care managers to align shifts and coverage.

You will also administer WFM tools, maintain configurations, and collaborate with Marketing to schedule outbound campaigns while monitoring adherence and service levels. Join us to shape WFM practices as we grow.