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Lyra Health is the leading provider of mental health solutions for employers, supporting over 20 million people globally. The company has delivered 13 million sessions of mental health care and published more than 20 peer-reviewed studies demonstrating transformative outcomes. Lyra's AI-powered platform combines high-quality clinical care with technology solutions to help people recover faster and reduce overall healthcare costs by 26% annually.
In this Senior Operations Coordinator role, you will be the operational backbone of Lyra's mental health delivery teams. You will actively monitor real-time performance metrics including queue volumes, break compliance, and call abandonment rates to ensure adherence to established SLAs (such as maintaining sub-3% abandonment rates and protecting answer time thresholds). You will build, maintain, and optimize staff schedules while managing leave requests, shift swaps, and ensuring continuous operational coverage across teams.
Key responsibilities include tracking staff utilization and capacity to forecast short-term and medium-term staffing needs, rapidly identifying staffing gaps and coordinating with team leaders to secure coverage during unexpected absences or high-demand periods. You will maintain accurate operational data, update workforce tracking systems, and generate reports on staffing metrics and attendance. You will partner with team leaders to ensure consistent communication, shared best practices, and aligned operational workflows across all teams.
Additionally, you will serve as an operational point of contact for administrative or workflow escalations to resolve bottlenecks, support operational projects and change management initiatives, and conduct regular audits of operational data to maintain high standards of accuracy and compliance. You will monitor adherence to data privacy and security protocols when handling sensitive departmental information, track incoming complaints and escalations for prompt distribution to the Duty Team Lead, and coordinate training and L&D allocation among team members in alignment with service demands.
REQUIREMENTS:
- Several years of experience as an operations lead, operations coordinator, call centre supervisor, or in customer/client operations support
- High comfort level with scheduling, spreadsheets, and data tracking systems
- Exceptional attention to detail, strong numerical and analytical skills, and the ability to solve logistical problems quickly under pressure
