[Hiring] Senior Associate, Workforce Management @Thyme Care

Role Description

As Thyme Care’s newest Sr. Associate, Workforce Management, you’ll play a pivotal role in driving day-to-day operational excellence. You'll be responsible for developing forecasts, maintaining coverage models, and building scalable reporting tools that ensure our teams are equipped to meet demand and uphold service levels.

Our care model includes proactive communications and back-office tasking, which means precision and timing are everything. The staff groups you'll support are often lean and specialized, so your ability to manage capacity with accuracy and agility will have a direct impact on patient outcomes.

This role sits within the Care Delivery team and serves as a critical connector between frontline teams and leadership. You’ll lead stakeholder sessions, translate data into workforce plans, and build models that answer complex “what if” questions—like how we staff for expanded hours or prepare for new contract growth.

• 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

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
• A 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 any 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

Requirements

• Success in this role means being a reliable, agile partner to the teams that rely on accurate staffing, thoughtful scheduling, and responsive analysis.
• You’ll stand out if you bring a strong operational mindset, communicate clearly across functions, and thrive in environments where priorities can shift quickly and the work requires both precision and flexibility.

Benefits

• Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care.
• The base salary for this role is $93,500 - 110,000 / year.
• Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees.

Company Description

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.