Workforce Manager, Care Team

About Lyra Health

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

About the Role

We are seeking a highly skilled and experienced WFM Manager to oversee and manage all aspects of workforce planning and analytics. The ideal candidate is a highly motivated and adaptable individual who possesses in-depth knowledge of WFM forecasting and capacity planning in a complex front facing & back office omni channel environment and have demonstrated experience. This role plays a critical part in managing strategic planning to ensure compliance to regulatory standards and operational excellence within our organization and works closely with our Care Navigation Leadership in a face paced environment. This position partners with operations, finance, facilities and innovation teams to build short, medium- and long-term capacity plans, budgets and forecasts. This position leverages technology and analytics to optimize resources to realize service standards while meeting budget requirements. Additionally, this position directs continuous improvement in decision support, providing tools and resources to help leaders manage their operations.

• The Manager is responsible for delivering accurate contact center forecasts including maintaining customer support resource planning, creation of shift bids to support the operational need, along with oversight of same day forecasting and staffing needs
• The Manager Workforce Management provides expertise, leadership and support to execute the Customer Support Strategy with specific focus on Workforce Management Optimization and implementation
• Lead the Workforce Planning & Analytics (WPA) Team to plan, create and execute long range contact center forecasts
• Lead the Workforce Planning & Analytics (WPA) Team to schedule team members
• Lead the Associate Analyst team to manage day-of forecasting and staffing needs within the Care Navigation team
• ​​Work with various departments and provide, when necessary, assistance in project management to move initiatives forward
• Responsible for ensuring staff is adhering to all applicable labor laws & regulations
• Manage the business relationship with Assembled in coordination with IT
• Develop reporting processes, dashboards and presentations to communicate insights to leadership teams
• Produce weekly/monthly trend reporting
• Help drive continuous improvement to increase productivity, accuracy, and improve staffing levels

• 5+ years of Workforce Management experience 
• Advanced understanding of business process analysis 
• Highly organized self-starter; able to multitask and excel in ambiguous situations
• Strong analytical skills (SQL, Excel/Google Sheets)
• Demonstrated experience in call center workforce management software (NICE, eWFM, Salesforce, Workday,assembled.)
• Ability to innovate and creatively solve problems in a highly collaborative manner
• Ability to communicate ideas and recommendations to all levels within the Company
• Ability to manage multiple projects and meet stringent deadlines

"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, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, 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) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  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. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."