Analyst, Operations Workforce

We are looking for a Workforce Analyst to join our Workforce Management team! This team is crucial in ensuring optimal staffing and operational efficiency across Spring Health, ultimately supporting our mission to deliver exceptional mental health care. This role requires a strong analytical mindset, a solid understanding of workforce dynamics, and a passion for leveraging data to drive operational excellence. This is a full time, remote position reporting to the Associate Director, Operations Workforce. 

What you’ll do:

• Conduct in-depth analysis of workforce data (service level, productivity, adherence) to identify trends, root causes, and systemic issues, translating complex insights into actionable recommendations for stakeholders.
• Develop and maintain robust reports, analytical models, and dashboards to monitor operational performance and support data-driven decision-making.
• Leverage and optimize Workforce Management (WFM) platforms (e.g., Assembled, TalkDesk, Zendesk) to ensure data integrity, generate accurate metrics, and inform operational strategy.
• Collaborate with cross-functional teams and the WFM team to refine forecasting, scheduling, and process improvements, ensuring alignment with SLAs and broader business goals.
• Provide analytical support for workforce planning activities, demonstrating strategic thinking and managing multiple projects across different timelines.
• Drive continuous improvement by identifying opportunities to leverage technology, automate reporting, and develop self-service tools for workforce optimization.
• Ensure data accuracy and reliability within WFM systems through analysis, troubleshooting, and data-driven audits.
• Deploy AI tools to improve accuracy and efficiency of WFM systems and processes
• Partner with leadership to assess staffing needs and optimize resource allocation
• Analyze historical data and trends to refine forecasting models and recommend process improvements
• Help identify and provide input on policies and documentation related to workforce management practices

What success looks like in this role: 

• Achieving and improving Care Support interaction SLAs (email, chat, phone response speed) through accurate and impactful analytical insights.
• Driving measurable improvements in Care Support productivity and adherence via data-driven recommendations.
• Providing timely and effective analytical support and insights to cross-functional stakeholders on workforce planning, adherence, and SLA performance.
• Successful contribution to and completion of analytical projects focused on workforce optimization.
• Consistent delivery of data-driven recommendations that enhance the efficiency and quality of Spring Health processes.

What you’ll bring:

• 4+ years of experience in Workforce Analysis, with a deep understanding of how workforce data is created and how metrics are generated.
• Expert proficiency in Excel (pivot tables, complex formulas, advanced analysis) and SQL for data extraction and manipulation.
• Ability to work with data teams to find and understand underlying data sources for workforce metrics.
• Proficiency with Workforce Management (WFM) software (e.g., Assembled, Calabrio, Genesys, NICE), with a preference for Assembled experience.
• Experience with data visualization tools (e.g., Looker, Power BI) is a plus.
• Strong analytical, problem-solving, and communication skills, capable of translating complex data into clear, actionable insights for diverse stakeholders.
• Demonstrated strategic thinking, strong organizational skills, and ability to manage multiple projects and timelines effectively.
• Ability to work autonomously and proactively in a fast-paced, high-pressure environment, with high integrity, attention to detail, and a resourceful, professional attitude.
• Familiarity with contact center operations, scheduling - constraints, and shift bidding processes
• Bonus: Experience in a high-growth startup environment

The target base salary range for this position is $75,000 - $95,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.