Contact Center Workforce Optimization Analyst

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

The James Patient Access Services scheduling intake center at The Ohio State University Wexner Medical Center seeks a Workforce Management Analyst to optimize call volume forecasting, staffing, and adherence in a high-volume oncology scheduling environment.

You will be the primary administrator of NICE CXone and a workforce management platform, delivering real-time dashboards, intraday adjustments, and data-driven recommendations to leaders.

Qualifications

• Bachelor's degree or equivalent plus 1 year forecasting/real-time monitoring/analysis in a call center environment.
• Working knowledge of NICE CXone or similar platform (ACD) and workforce management tools.
• Minimum of two years in a fast-paced call center environment.

Responsibilities

• Analyze call volume, staffing levels, schedule adherence, and performance data for JPAS scheduling center.
• Serve as primary administrator of NICE CXone and WFM platforms; monitor queues and make intraday staffing adjustments.
• Produce workforce management reports for supervisors and leadership with data-driven recommendations.

Skills

Forecasting

Real-time monitoring

Performance analytics

Data analysis

Education

Bachelor's degree

Tools

NICE CXone

Cisco CUIC

Genesys

Verint

Calabrio

Job description

The James Patient Access Services scheduling intake center at The Ohio State University Wexner Medical Center seeks a Workforce Management Analyst to optimize call volume forecasting, staffing, and adherence in a high-volume oncology scheduling environment.

You will be the primary administrator of NICE CXone and a workforce management platform, delivering real-time dashboards, intraday adjustments, and data-driven recommendations to leaders.