Senior Workforce Management Analyst

Own short- and long-term volume forecasting for inbound and outbound contact center activity across all care teams (Care Associates, Care Coordinators, Clinical Navigators).

Build and maintain staffing models that account for service level targets, handle times, shrinkage, and growth projections.

Partner with care team managers to develop shift plans, PTO strategies, and contingency coverage models.

Produce capacity planning analyses to support headcount decisions and hiring timelines.

Serve as the primary administrator for WFM tools within the contact center.

Maintain documentation for WFM processes, configurations, and naming conventions to support a scalable, auditable environment.

Partner with contact center vendor and technology teams on configuration, testing, and rollout of new WFM capabilities or system integrations.

Build and publish agent schedules across care teams, balancing coverage needs and operational requirements.

Monitor real-time adherence and queue performance, identifying and escalating deviations from plan and activating coverage adjustments as needed.

Maintain and update scheduling tools and WFM platform configurations as team structures, hours, or workflows change.

Facilitate daily or weekly operational stand-ups with care team managers to align on coverage, flag risks, and coordinate same-day adjustments.

Partner with Marketing and care teams to plan, schedule, and execute outbound calling campaigns, including capacity allocation, timing, and dialer configuration.

Translate campaign goals (volume targets, contact windows, member segments) into agent scheduling and workload plans.

Monitor campaign performance in real time, adjusting agent allocation and pacing to optimize contact rates and service levels.

Maintain campaign schedules and communicate changes to care team managers and relevant stakeholders.

Own recurring WFM reporting: schedule adherence, occupancy, utilization, shrinkage, service levels, and campaign performance.

Partner with Analytics and Operations leadership to build and maintain dashboards that surface workforce health and capacity trends.

Identify staffing risks, forecast variances, and productivity trends; bring actionable recommendations to leadership.

Other duties as assigned.

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.

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. We love talking about our family and pets!

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.

TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.