Workforce Analyst

Employment Type: Full-time Location Type: Remote

Position Overview

Spring Health is seeking a motivated Workforce Analyst to join our Workforce Management team. This role is critical in ensuring optimal staffing and operational efficiency across Spring Health, directly supporting our mission to provide exceptional mental health care. The ideal candidate possesses a strong analytical mindset, a deep understanding of workforce dynamics, and a passion for using data to enhance operational excellence. This is a remote, full-time position reporting to the Associate Director, Operations Workforce.

About Spring Health

Our mission is to eliminate every barrier to mental health. At Spring Health, we are revolutionizing mental healthcare by removing obstacles that prevent individuals from accessing the help they need, precisely when they need it. Our clinically validated technology, Precision Mental Healthcare, enables us to deliver the right care at the right time—whether it's therapy, coaching, medication, or other support—customized for each person's unique needs.

We proudly partner with over 450 companies, ranging from startups to multinational Fortune 500 corporations, serving as a premier provider of mental health services for 10 million individuals. Our clients include well-known brands such as Microsoft, Target, and Delta Airlines, who trust us to deliver best-in-class outcomes for their global employees. Our innovative platform has demonstrated a net positive ROI for employers, and we are the only company in our category with external validation of net savings for our customers.

We have secured significant capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, and RRE Ventures. With their support and our recent Series E Funding, our valuation has reached $3.3 billion. We are at the beginning of our journey to make mental healthcare accessible to everyone, everywhere.

Responsibilities

• 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 the 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

• 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.