Analyst - Workforce

UC Health; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

UC Health seeks a Workforce Analyst who works independently to forecast call volumes, develop staffing plans, and provide data-driven insights to the Access Center so service levels meet patient needs. The role requires a clear understanding of the inter-relationships between staffing and scheduling, plus strong writing, communication, and computer skills to present analyses to the management team.

Proficiency with workforce management tools and real-time monitoring helps shape scheduling

Qualifications

• Minimum required qualifications include a high school diploma or GED.
• Preferred qualifications include an Associate's degree.
• Experience: 3–5 years minimum; 6–10 years preferred.

Responsibilities

• The WFM Analyst will forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics.
• Perform various ad hoc analyses; formulate conclusions and present conclusions to management.
• Perform various operational analyses required to support the management team.
• Collaborate with management and internal customers on impact on levels of service and analysis for various proposals and future initiatives.
• Develop staff schedules, analyze performance data and preparing workforce analysis reports.
• Provide feedback to management team regarding agent scheduling concerns.
• Daily tracking of scheduling information: absences as support for management team with supporting information as it relates to UC Health policies.
• Monitor incoming calls, agent availability, and workload distribution in real-time.

Skills

Analytical skills

Forecasting call volumes

Ad hoc analyses

Communication skills

Strong writing

Computer skills

Workforce management tools

Education

High School Diploma or GED

Associate's Degree

Tools

Workforce management tools

Job description

Job Description

The Workforce Analyst works independently, uses workforce management tools, provides support and effective staff planning to deliver the appropriate level of service to UC Health's patients and within the Access Center environment. The analyst must have a clear and working understanding of the inter-relationships between staffing and scheduling. In addition, must also have a very strong writing, computer skills and the ability to effectively communicate any resulting analysis to the management team.

Job Description

The Workforce Analyst works independently, uses workforce management tools, provides support and effective staff planning to deliver the appropriate level of service to UC Health's patients and within the Access Center environment. The analyst must have a clear and working understanding of the inter-relationships between staffing and scheduling. In addition, must also have a very strong writing, computer skills and the ability to effectively communicate any resulting analysis to the management team.

Location

United States

Qualifications

• Minimum Required: High School Diploma or GED
• Preferred: Associate's Degree
• Minimum Required: 3 - 5 Years equivalent experience
• Preferred: 6 - 10 Years equivalent experience

Responsibilities

• The WFM Analyst will forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics.
• Perform various ad hoc analyses; formulate conclusions and present conclusions to management.
• Perform various operational analyses required to support the management team.
• Collaborate with management and internal customers on impact on levels of service and analysis for various proposals and future initiatives.
• Develop staff schedules, analyze performance data and preparing workforce analysis reports.
• Provide feedback to management team regarding agent scheduling concerns.
• Daily tracking of scheduling information: absences as support for management team with supporting information as it relates to UC Health policies.
• Monitor incoming calls, agent availability, and workload distribution in real-time.