Healthcare Contact Center Workforce Analytics Lead

Ohio State University; Columbus (OH); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health coverage

Paid time off

Retirement plan

Job summary

The Ohio State University is seeking a Workforce Management Specialist to analyze call volume, staffing levels, schedule adherence, and performance data across James Ambulatory Scheduling. The role involves real-time queue monitoring, forecasting, agent scheduling, platform administration, and producing analytics for leadership.

Candidates should have a bachelor’s degree and experience with NICE CXone or similar platforms, plus a track record in large data sets and operational reporting within a

Qualifications

• Bachelor's degree or equivalent plus 1 year of forecasting or call center analysis experience.
• Working knowledge of NICE CXone or similar contact center platform and workforce management tools.
• Experience in a fast-paced call center environment with data-driven reporting.

Responsibilities

• Analyze call volume, staffing levels, schedule adherence, and contact center performance data.
• Provide real-time, daily, weekly, and monthly reporting to supervisors and leadership.
• Administer the NICE CXone platform and workforce management system.
• Develop accurate contact volume forecasts and translate them into staffing models.
• Identify staffing gaps and escalations with data-supported recommendations.

Skills

Forecasting

Real-time monitoring

Data analysis

NICE CXone knowledge

Education

Bachelor's degree

Tools

NICE CXone

Cisco CUIC

Genesys

Verint

Calabrio

Job description

The Ohio State University is seeking a Workforce Management Specialist to analyze call volume, staffing levels, schedule adherence, and performance data across James Ambulatory Scheduling. The role involves real-time queue monitoring, forecasting, agent scheduling, platform administration, and producing analytics for leadership.

Candidates should have a bachelor’s degree and experience with NICE CXone or similar platforms, plus a track record in large data sets and operational reporting within a