Senior Business Analyst, Workforce Optimization

What you'll do:

• Own forecasting of inbound volume to the Care Support, Clinical Operations, and Provider Operations departments, broken down by channel and request category.
• Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis.
• Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions.
• Serve as a strategic partner to Operations leadership, providing guidance on resourcing decisions and capacity planning.
• Act as the primary liaison for Operations workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success.
• Own the tooling stack for workforce management, ensuring our vendor spend is optimized.

What success looks like:

• Volume forecast accuracy: High forecast accuracy for inbound volume
• Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the frontline teams
• Response SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your planning models
• Internal partner satisfaction: Frontline Operations leadership views you as a trusted strategic partner, not just an analytics provider

What you'll bring:

• Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree preferred
• Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech)
• Experience with workforce management or capacity planning is a plus
• Proven experience in developing a