Workforce Management Analyst

Opportunity Overview:

The Workforce Management Analyst is a key role in our fast-moving organization. You’ll support Service Operations by managing workflows, headcount, scheduling, queue management, and vendor relationships. Through data analysis and reporting, you’ll provide insights into performance trends, identify opportunities for process improvements, and recommend staffing adjustments. This role is dynamic, projects and priorities may shift frequently, so agility, curiosity, and a solutions-focused mindset are essential.

What you’ll do:

• Monitor staffing levels and notify leadership of variances to ensure optimal service levels
• Forecast staffing needs based on activity and volume
• Partner with leaders to track and plan for meetings, trainings, and other non-production hours
• Lead daily meetings with call center management to review trends and performance impacts
• Recommend and manage overtime or voluntary time off when needed
• Track and analyze function and agent-level performance using multiple data sources
• Report on historical data and trends to identify risks and opportunities
• Support process improvements and assist in creating process flows
• Prepare clear, high-quality presentations for leadership

What you’ll need:

• Advanced proficiency in Excel or Google Sheets, including custom models and visualizations
• Strong data management and analysis skills; ability to define and track KPIs
• 1–2 years’ experience measuring productivity and performance metrics
• Knowledge of forecasting concepts and ability to calculate staffing requirements
• Excellent written and verbal communication skills
• Highly organized, adaptable, and comfortable in ambiguous, fast-paced environments
• Strong cross-functional collaboration skills across remote teams
• Intellectual curiosity and problem-solving mindset
• Skilled at creating presentations that tell a complete story
• Passion for continuous improvement

Preferred:

• BA/BS in Business Administration, Computer Science, Mathematics, or related field
• Experience in call center and back-office workforce planning
• Healthcare experience
• Familiarity with Salesforce
• Familiarity with NICE IEX

Pay & Perks:

💻 Fully remote opportunity with about 10% travel

🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program 

📈 401K retirement plan with company match; flexible spending and health savings account 

🏝️ Up to 184 hours (23 days) of PTO per year + company holidays

👶 Up to 14 weeks of paid parental leave 

🐶 Pet insurance  

The salary range for this position is $50,000 to $60,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

Interview Process*:

1. Connect with Talent Acquisition for a Preliminary Phone Screening
2. Take Home Exercise 
3. Meet your Hiring Manager!
4. Behavioral Interview(s)

*Subject to change

About Cohere Health:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using cutting-edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health plans covering over 15 million lives, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work; Top 5 LinkedIn™ Startup; TripleTree iAward; multiple KLAS Research Points of Light awards, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement: 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

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