WHAT YOU’LL DO
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.
Key responsibilities include:
- 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
WHAT YOU’VE DONE
- 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
- Proficiency in Google Sheets or Excel, including pivot tables and time-based modeling
- Experience building dashboards in Looker, Metabase, or Google Analytics
- Helpful if you know any SQL or scripting (Python, R) for advanced analysis