[Hiring] Senior Workforce Management Analyst @TailorCare

Role Description

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:

• Build and maintain staffing models.
• Coordinate closely with our contact center teams to serve as the primary resource for capacity planning and workforce tooling.
• Work with our Marketing team to ensure calling campaigns appropriately align with workforce schedules.
• Contribute to how WFM practices are built into our systems and workflows as TailorCare scales and brings a new CCaaS platform online.

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.

Requirements

• 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.

Benefits

• 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.
• 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.