Workforce Management Analyst – CXone & Scheduling

The Ohio State University; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

The Ohio State University is seeking a Workforce Management Specialist for the James Patient Access Services scheduling center. The role analyzes call volume, staffing, schedule adherence, and performance data,Providing real-time and periodic reports to ensure patient access goals and service levels are met.

You will administer the NICE CXone platform and related workforce management tools, forecast workload, create staffing plans, and deliver data-driven recommendations.

Qualifications

• Bachelor's degree or equivalent and at least 1 year in forecasting, real-time monitoring, or analysis of call center data.
• Working knowledge of NICE CXone or similar workforce management platform.
• Experience in a fast-paced call center is preferred with data-backed reporting.

Responsibilities

• Serve as WFM and NICE CXone expert for the James scheduling intake center.
• Monitor queues in real time and adjust staffing to protect service levels.
• Develop contact volume forecasts and translate into staffing models.
• Produce workforce management reports for supervisors and leadership.
• Collaborate with JPAS leadership for capacity planning and continuity.

Skills

Forecasting

Real-time monitoring

Data analysis

Reporting

Staffing optimization

Education

Bachelor's degree or equivalent

Tools

NICE CXone

Cisco CUIC

Genesys

Verint

Calabrio

Job description

The Ohio State University is seeking a Workforce Management Specialist for the James Patient Access Services scheduling center. The role analyzes call volume, staffing, schedule adherence, and performance data,Providing real-time and periodic reports to ensure patient access goals and service levels are met.

You will administer the NICE CXone platform and related workforce management tools, forecast workload, create staffing plans, and deliver data-driven recommendations.