Contact Center Analytics & Workforce Planner

UCSF Health, AG; Brisbane (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

UCSF Health is seeking an experienced Business Analyst to support the Contact Center and Access Shared Services operations in Brisbane. The role requires independent work, data-driven decision making, and effective communication of analysis to management.

The analyst will forecast demand, advise staffing adjustments, monitor performance metrics, and develop dashboards using Epic, Genesys, and other BI tools. On-site work in Brisbane is required as needed.

Qualifications

• Bachelor's degree in a related area or HS Diploma/GED with four years of related experience; and three or years of related experience, preferably in a large healthcare or call center organization.
• One or more years of experience in contact center operations (≥100 agents) or other high-volume environment.
• Experience with large data sets and business intelligence tools; ability to produce high-quality reports.
• Strong BI knowledge, analytics, and best practices for operating a large centralized service organization.
• Strong written and verbal communication skills to convey complex information clearly.
• Ability to present to multiple locations and work on-site in Brisbane as required.

Responsibilities

• Perform operational performance analyses related to Access Transformation project and Contact Center operations.
• Conduct Workforce Management forecasting based on past and predicted demand; advise staffing adjustments to maintain service levels.
• Analyze staffing for new clinic/service onboarding and evaluate call volume efficiency.
• Monitor and evaluate Contact Center staffing, call volume, and experience metrics.
• Develop productivity measurements and dashboards (Epic, Genesys, telephony) and support ad hoc reporting.
• Create and maintain reports for current-state performance of Contact Center and Access Transformation.
• Support technology utilization, platform implementation, and integration; manage related equipment.
• Establish strong relationships with customers and stakeholders.

Skills

Data analysis

Communication

Critical thinking

Staff planning

Forecasting

Education

Bachelor's degree in a related area

HS Diploma/GED with related experience

Tools

Epic (Apex)

Telephony system

Data platforms

Genesys

Job description

UCSF Health is seeking an experienced Business Analyst to support the Contact Center and Access Shared Services operations in Brisbane. The role requires independent work, data-driven decision making, and effective communication of analysis to management.

The analyst will forecast demand, advise staffing adjustments, monitor performance metrics, and develop dashboards using Epic, Genesys, and other BI tools. On-site work in Brisbane is required as needed.