Analyst - Workforce Management

We’re looking for an experienced Analyst, Workforce Management for our Shared Services team who is passionate about improving the landscape for mental healthcare. You will be responsible for the strategic planning and execution of headcount forecasting and capacity management for both Full-Time Employee (FTE) and Business Process Outsourcing (BPO) resources within the Customer Operations department. This role ensures optimal staffing levels to meet service level agreements (SLAs), optimize costs, and enhance customer satisfaction. The Analyst, Workforce Management will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.

By implementing advanced staffing models and developing new reporting mechanisms, this team member will be instrumental in optimizing the efficiency and effectiveness of our support operations, thereby facilitating both individual and team success in achieving daily performance objectives. This specialist will pioneer analysis of workforce management metrics for the organization to identify inefficiencies and performance gaps, so we can execute targeted improvement strategies to maximize productivity per agent.

What You’ll Be Doing:

• Develop and maintain accurate short-term and long-term headcount forecasts based on historical data, seasonality, business trends, and anticipated growth.

• Analyze call volume, handle time, and other relevant metrics to determine optimal staffing levels across all support channels.

• Create and manage capacity models to project resource needs and identify potential gaps or surpluses.

• Forecast and manage the needs of both FTE and BPO resources, balancing cost and service level objectives

• Collaborate with BPO partners to ensure alignment on capacity planning, forecasting, and performance management.

• Work with finance on the budget related to headcount and BPO expenses

• Partner with Leads, Managers, Strategy Leads to develop and implement workflows, reports, and other related initiatives to ensure our staffing is successful.

You’ll Be a Good Fit If: 

• 2-5 years of experience in workforce capacity planning, preferably in a customer support environment with headcount distributed across FTE and BPO populations

• You have a strong understanding of customer support metrics and KPIs

• You have strong proficiency in data analysis and reporting tools (e.g. Excel, SQL, & Looker)

• You are successful working independently and remotely, and adapt well to changing priorities and customer needs

• You are skilled in analyzing data to inform strategic decision-making and possess a strong attention to detail, understanding how individual data points contribute to broader trends and insights.

• Bonus points if you have experience with Assembled (workforce management software)

Employment Type: Full Time, Exempt Base Compensation: The base compensation range for this position is  $90,844 - $111,000 annually.

This is a remote role with the expectation to travel 2–3 times per year (e.g., company and department offsites).

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.