Role Description The Workforce Management Analyst is a key member of the Business Planning & Workforce Management team, responsible for optimizing workforce performance across service and clinical operations. Leveraging workforce management tools, forecasting, and data analysis, this role supports short-term planning, staffing decisions, resource allocation, and operational agility to ensure consistent service delivery. This role manages intraday operations across Intake and Clinical RN teams, monitoring volume, productivity, staffing, scheduling, and queue performance. You will deliver performance reporting, identify key drivers and trends, uncover opportunities for process improvement and automation, and provide actionable insights to support operational and strategic decision-making in a fast-paced, high-growth environment. What you’ll do: - Monitor staffing levels and notify leadership of variances to ensure optimal service levels - Forecast staffing needs based on activity and volume - Partner with leaders to track and plan for meetings, trainings, and other non-production hours - Lead daily meetings with call center management to review trends and performance impacts - Recommend and manage overtime or voluntary time off when needed - Track and analyze function and agent-level performance using multiple data sources - Report on historical data and trends to identify risks and opportunities - Support process improvements and assist in creating process flows - Prepare clear, high-quality presentations for leadership Qualifications - 2–3 years of experience with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM) supporting forecasting, scheduling, intraday management, and workforce optimization - Experience with call center and back-office operations required - Healthcare or utilization management experience is a plus - Advanced proficiency in Microsoft Excel and/or Google Sheets, including custom modeling, reporting, and data visualization required - Salesforce experience is a plus - Experience analyzing productivity and operational performance metrics to identify trends, risks, opportunities, and actionable insights - Strong understanding of forecasting and workforce planning concepts, including staffing and resource recommendations - Excellent communication and presentation skills with the ability to collaborate across cross-functional teams - Highly organized, analytical, and adaptable, with the ability to thrive in a fast-paced, high-growth environment - Bachelor's degree in Business, Mathematics, Computer Science, or a related field preferred Requirements - Fully remote opportunity with about 5% travel - Medical, dental, vision, life, disability insurance, and Employee Assistance Program - 401K retirement plan with company match; flexible spending and health savings account - Up to 184 hours (23 days) of PTO per year + company holidays - Up to 14 weeks of paid parental leave - Pet insurance Benefits The salary range for this position is $55,000 to $75,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. This role is not eligible for hire in: AK, CA, CO, HI, NY, or WA. Interview Process - Connect with Talent Acquisition for a Preliminary Phone Screening - Take Home Exercise - Meet your Hiring Manager! - Team Interview - Leadership Interview

Role Description We are looking for a highly detail-oriented Business Workflow Analyst to help organizations understand, document, and improve their business operations. You will work directly with companies to: - Learn how their operations function - Document workflows in detail - Identify inefficiencies - Create clear process documentation that enables future automation and optimization The ideal candidate enjoys: - Learning how businesses operate - Organizing complex information - Transforming ambiguity into structured systems Key skills include: - Quick learning - Effective communication - Accurate documentation - Systematic thinking AI usage is a core execution requirement, not optional tooling. Qualifications - Exceptional spoken and written English communication skills - Strong business communication and comprehension abilities - Excellent listening skills and attention to detail - Ability to learn unfamiliar business processes quickly - Strong organizational and documentation skills - Analytical mindset with the ability to identify patterns and inefficiencies - Ability to communicate professionally with U.S.-based clients and stakeholders - Comfortable working independently and managing multiple projects Requirements - Experience in consulting, business analysis, operations, project management, customer success, process improvement, or related fields - Experience working with U.S.-based companies or clients - Familiarity with process mapping and workflow documentation - Experience creating SOPs, guides, or operational documentation - Exposure to AI tools, workflow automation, or business process optimization Benefits - Competitive base salary + performance incentives - Professional development opportunities - Paid time off (PTO)

Role Description We are looking for a highly detail-oriented Business Workflow Analyst to help organizations understand, document, and improve their business operations. You will work directly with companies to learn how their operations function, document workflows in detail, identify inefficiencies, and create clear process documentation that enables future automation and optimization. The ideal candidate enjoys learning how businesses operate, organizing complex information, and transforming ambiguity into structured systems. What matters most is your ability to quickly learn, communicate effectively, document accurately, and think systematically. We expect candidates to use AI in daily workflows across research, ideation, drafting, design iteration, quality checks, and delivery acceleration. AI usage is a core execution requirement, not optional tooling. Qualifications - Exceptional spoken and written English communication skills. - Strong business communication and comprehension abilities. - Excellent listening skills and attention to detail. - Ability to learn unfamiliar business processes quickly. - Strong organizational and documentation skills. - Analytical mindset with the ability to identify patterns and inefficiencies. - Ability to communicate professionally with U.S.-based clients and stakeholders. - Comfortable working independently and managing multiple projects. Requirements - Experience in consulting, business analysis, operations, project management, customer success, process improvement, or related fields. - Experience working with U.S.-based companies or clients. - Familiarity with process mapping and workflow documentation. - Experience creating SOPs, guides, or operational documentation. - Exposure to AI tools, workflow automation, or business process optimization. Benefits - Competitive base salary + performance incentives. - Professional development opportunities. - Paid time off (PTO).

Role Description We are looking for a highly detail-oriented Business Workflow Analyst to help organizations understand, document, and improve their business operations. You will work directly with companies to learn how their operations function, document workflows in detail, identify inefficiencies, and create clear process documentation that enables future automation and optimization. The ideal candidate enjoys learning how businesses operate, organizing complex information, and transforming ambiguity into structured systems. What matters most is your ability to quickly learn, communicate effectively, document accurately, and think systematically. We expect candidates to use AI in daily workflows across research, ideation, drafting, design iteration, quality checks, and delivery acceleration. AI usage is a core execution requirement, not optional tooling. Primary Responsibilities - Business Discovery & Process Analysis - Meet with business stakeholders to understand how work is currently performed. - Observe operational workflows and document business processes. - Learn company operations across multiple departments and functions. - Identify process dependencies, decision points, and bottlenecks. - Develop a deep understanding of how information moves throughout an organization. - Process Documentation - Create detailed workflow maps and process diagrams. - Build step-by-step process guides and SOPs. - Capture screenshots and system walkthroughs. - Document software usage, user responsibilities, and business rules. - Create clear operational documentation that can be understood by technical and non-technical audiences. - Process Improvement & Automation Readiness - Identify inefficiencies, redundancies, and manual processes. - Highlight opportunities for automation and AI implementation. - Prepare recommendations for workflow optimization. - Collaborate with internal teams to support future automation initiatives. - Help translate business processes into automation requirements. - Communication & Stakeholder Management - Facilitate discovery sessions and process reviews. - Present findings in a structured and professional manner. - Communicate effectively with business owners, executives, managers, and frontline employees. - Build trust quickly while gathering information from diverse stakeholders. - Translate complex business operations into simple, actionable insights. - Reporting & Deliverables - Produce process maps, workflow diagrams, and operational reports. - Develop business process inventories and system documentation. - Create executive summaries of findings and recommendations. - Present documentation and observations to leadership teams. Qualifications - Exceptional spoken and written English communication skills. - Strong business communication and comprehension abilities. - Excellent listening skills and attention to detail. - Ability to learn unfamiliar business processes quickly. - Strong organizational and documentation skills. - Analytical mindset with the ability to identify patterns and inefficiencies. - Ability to communicate professionally with U.S.-based clients and stakeholders. - Comfortable working independently and managing multiple projects. Preferred Requirements - Experience in consulting, business analysis, operations, project management, customer success, process improvement, or related fields. - Experience working with U.S.-based companies or clients. - Familiarity with process mapping and workflow documentation. - Experience creating SOPs, guides, or operational documentation. - Exposure to AI tools, workflow automation, or business process optimization. Benefits - Competitive base salary + performance incentives. - Professional development opportunities. - Paid time off (PTO).