Workforce Management Specialist

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

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Job Title: Workforce Management Specialist Department: James | James Ambulatory Scheduling

The Workforce Management Analyst will analyze call volume, staffing levels, schedule adherence, and contact center performance data within the James Patient Access Services scheduling center, serving The James Cancer Hospital and Solove Research Institute across 47 oncology specialty lines. This position provides real-time, daily, weekly, and monthly reporting to supervisors and leadership with recommendations on how to manage trends and performance levels to ensure that patient access goals and service level targets are consistently met. The Analyst serves as the primary administrator of the NICE CXone contact center platform and workforce management system, partnering closely with JPAS leadership to ensure the right staff is available at the right times to serve patients and referring providers.

Position Summary: Serves as the primary workforce management and NICE CXone platform subject-matter expert for the James Patient Access Services scheduling intake center. Reporting to the manager or Associate Director, James Patient Access Services Intake & Access Operations, this position is responsible for real-time queue monitoring, contact volume forecasting, agent scheduling, platform administration, and performance analytics in a high-volume oncology scheduling environment. Goals and objectives include administering and optimizing the NICE CXone contact center platform including user configurations, routing rules, IVR call flows, and adherence tools; monitoring contact center queues in real time and making intraday staffing adjustments to protect service level performance; developing accurate contact volume forecasts and translating them into staffing models aligned with patient demand; producing timely workforce management reports for supervisors and leadership; identifying staffing gaps, system issues, and emerging performance trends and escalating with data-supported recommendations; collaborating with JPAS leadership to support capacity planning and operational continuity; and maintaining complete documentation of all workforce management processes and platform configurations.

Minimum Qualifications

A bachelor's degree or an equivalent combination of education and a minimum of one year of previous experience in forecasting, real-time monitoring, and/or analysis of customer contacts in a call center environment is required. Candidates must have a working knowledge of NICE CXone or a similar contact center ACD and workforce management platform, such as Cisco CUIC, Genesys, Verint, or Calabrio, along with demonstrated experience working with large data sets and producing accurate, meaningful operational reports. A minimum of two years of experience in a fast-paced call center or contact center environment is expected.

Additional Information:

Location: Polaris Pkwy, 2001 (0836)

Position Type: Regular

Scheduled Hours: 40

Shift: First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.

Ohio State benefits give you options to take care of what matters most to you — and opportunities to make adjustments as your life and needs change, including:

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

As Buckeyes, we accomplish more together. No matter your role, you’ll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together. By joining Ohio State, you become part of a top-20 public university with one of America’s leading academic health centers. We’re a team of dedicated colleagues with access to boundless resources that support you.

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