talkiatry - Senior Manager, Workforce Management
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Requirements
• 7+ years of experience in operations analytics, workforce management, or business operations, ideally within contact center or patient access environments. • Proven success leading WFM and analytics functions supporting large-scale, high-volume operations (300+ team members across omni-channel environments). • Advanced proficiency in Excel, GSheet, SQL, and visualization tools (Tableau, Looker, Omni, or similar). • Experience with Genesys, ServiceNow, Salesforce, or other workforce/scheduling tools preferred. • Strong analytical and problem-solving skills; ability to translate complex data into clear business actions. • Demonstrated ability to drive performance improvement through data-driven decision-making. • Excellent communication and stakeholder management skills across technical and operational audiences. • Bachelor’s degree required; Master’s degree in Business, Operations, or Analytics preferred.
Responsibilities
• OPERATIONAL ANALYTICS & PERFORMANCE TRACKING • Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics. • Track and interpret KPIs, including variable costs (% of revenue and per visit), workforce utilization, QA adherence, and staffing efficiency – to drive accountability across teams. • Develop and maintain dashboards and reporting frameworks that support day-to-day management and long-term decision-making. • Support program- or LOB-level performance tracking (e.g., Therapy, Intake, or pilot initiatives) by building tailored reports that establish consistent tracking and performance measurement processes. • Partner with PCC leaders to identify performance trends, uncover root causes, and translate insights into operational improvements. • Deliver clear, actionable reporting to ensure Core Ops stays aligned with business goals and growth initiatives. • WORKFORCE OPTIMIZATION & FORECASTING • Lead workforce planning and forecasting for Talkiatry’s Patient Care Coordinator (PCC) operations – spanning four communication channels (phone, SMS, webchat, and email) and five key lines of business: Psychiatry Intake, Therapy Referral, External Referral, Patient and Provider Support, and Call Center Teams. • Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management – including AWA, shrinkage, service levels, and queue performance – to maximize efficiency and service quality while aligning staffing and capacity with patient volume and demand. • Partner with Finance and BizOps to track operational performance against budget, refine key assumptions, and inform future budget cycles. • Continuously evaluate variable costs and productivity drivers, identifying opportunities to reduce waste, optimize utilization, and improve overall performance. • Leverage WFM platforms such as Genesys and ServiceNow to enhance forecast accuracy, real-time visibility, and reporting automation. • Cross-Functional Enablement & Leadership • Partner closely with Ops Excellence, Quality & Training, and Product to embed analytics and WFM insights into systems, workflows, and strategic planning. • Build and reinforce a data-driven culture across PCC Ops, integrating dashboards, performance reviews, and feedback loops into daily operations. • Collaborate with BizOps to ensure frontline data informs Core Ops’ growth and retention initiatives, efficiency goals, and patient experience improvements. • Communicate trends, risks, and opportunities clearly to senior leadership to support data-driven decision-making and change activation
Benefits
• Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care • Collaborative environment: be part of building something from the ground up at a fast-paced startup • Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more! • Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands • It all comes back to care: we’re a mental health company, and we put our team’s well-being first • Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.e-verify.gov%2Fsites%2Fdefault%2Ffiles%2Feverify%2Fposters%2FEVerifyParticipationPoster.pdf&data=05%7C01%7Cjill.steger%40talkiatry.com%7Cfe829943872e4bc8dc7b08db83d3c99d%7C803a6c90ec724384b2c01a376841a04b%7C0%7C0%7C638248717875458398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=qFgJNzh246Js%2FFqdsb9OZgN55rg5GpsB0wjiTvkPn9w%3D&reserved=0 & IER Right to Work https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.e-verify.gov%2Fsites%2Fdefault%2Ffiles%2Feverify%2Fposters%2FIER_RighttoWorkPoster.pdf&data=05%7C01%7Cjill.steger%40talkiatry.com%7Cfe829943872e4bc8dc7b08db83d3c99d%7C803a6c90ec724384b2c01a376841a04b%7C0%7C0%7C638248717875458398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=ivUqrPtiBjGVkMzpMBSYalwvm2Zxhj%2BScqVUX2OfqUA%3D&reserved=0.
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