Workforce Management Specialist

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

Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [e-mail] . If you have questions while submitting an application, please review these frequently asked questions .

Current Employees and Students:

If you are currently employed or enrolled as a student at The Ohio State University, please l og in to Workday to use the internal application process.

Welcome to The Ohio State University's career site. We invite you to apply to positions of interest.

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 Summar y

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.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

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