Workforce Management Analyst

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role

Lyra is looking for a Workforce Management Analyst to plan, optimize, and report on the schedules and intra-day activities of our Care Navigation Team. Reporting to the team’s Workforce Manager, this person will be responsible for creating and updating schedules, managing and reporting on intra-day performance, and assisting in handling WFM work requests. The ideal candidate has prior experience in growth-stage WFM programs and has an ability to creatively solve problems and remove blockers.

• Create and update intra-day schedules in a multi-channel tiered support environment with a remotely distributed workforce and make recommendations for real-time resource re-allocation
• Manage intra-day schedule updates to balance SLA and shrinkage
• Create and design ad hoc reports for data analysis pertaining to agent scheduling, call volumes, web, chat volume
• Provide mentorship to Real-Time Analysts and Team Leads surrounding WFM best practices
• Provision agents within business systems to create optimal project performance and make recommendations for improvement
• Make recommendations for improvements in project performance based on analysis of forecast to actuals
• Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met
• Determine, document, and escalate concerns on agent performance to management
• Accurately track and manage contact center schedule adherence
• Complete and manage schedule exceptions/adjustments for the company
• Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests
• Conduct analysis and recommend solutions to real time performance issues
• Take the lead on projects, research and resolve operational items escalated by workforce management

• 2+ years of Workforce Management experience in a multi-channel, multi-skill service center environment
• Highly organized self-starter; able to multitask and excel in ambiguous situations
• Strong technical skills in Excel/Google Sheets
• Experience with NICE or similar ACD platforms, Salesforce or similar CRMs, and Assembled or similar WFM platforms
• Effective application of relevant statistical forecasting, workforce management methods
• Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring juggling of multiple priorities
• Experience performing quantitative and qualitative analyses of existing business processes and call center metrics based on in-depth knowledge of organizational and or client objectives
• Outside of the box thinking, we are still in a growth status and need someone who is excited and willing to challenge the status quo
• A track record of delivering in spite of competing priorities

• You have experience scaling a support operation in a high growth start-up
• You have telehealth or mental health experience
• You have experience building a global WFM program

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, your data will be processed as per Lyra Health Workforce Privacy Notice. Through this application, we will collect personal information from you including your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA).  Providing this information is optional and completely voluntary.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. For more information about how we use and retain your information, please see our Workforce Privacy Notice.