Workforce Management Specialist

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

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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.

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Thank you for your interest in working at Ohio State.

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.