WFM Forecasting Reporting Analyst

Ohio State University Physicians•Columbus, OH

16d•$24 - $36

About The Position

Looking to join and lead a dynamic team at Ohio State University Physicians where excellence meets compassion? Who we are With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth. Our culture At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community. Our benefits We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that’s why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives. As an OSUP employee, you will be eligible for these various benefits depending on your employment status.

Requirements

3+ years of experience in contact center workforce management, forecasting, data analysis, reporting, or related analytical role
Strong understanding of telephony tools and contact center environment with experience using the NICE CXone Telephony Platform.
Familiarity with Cisco reporting is a plus.
Ability to translate complex data into actionable insights, which will driving continuous improvement and support a culture of accountability and transparency.
Strong proficiency in data analysis, statistical modeling, and forecasting techniques
Advanced proficiency in Microsoft Excel and SQL
Ability to work with large datasets and analyze complex data
Excellent communication and presentation skills
Strong attention to detail and accuracy
Ability to work independently and manage multiple projects simultaneously
Work accurately and efficiently under pressure of deadlines and changing priorities
Highly collaborative and solution focused.
Strong problem-solving, critical thinking, communication, and analytical skills.
Excellent time management skills with an ability to multi-task, manage priorities and workflow, and complete repetitive tasks daily.
Demonstrated ability to identify problems, perform root-cause analysis, and proactively identify and recommend solutions to improve the business.
Ability to work in a fast-paced environment where continuous innovation is desired, as well as the ability to work under pressure, meet deadlines and redefined priorities, with an emphasis on providing data for interval performance.
Strong team player with a “can do” attitude willing to help teammates, as needed, to complete all departmental work.
Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.
Demonstrated ability to develop professional working relationships, plan, organize, and prioritize multiple tasks, work independently, and be self-motivated and results and detail oriented.
Candidate must demonstrate a commitment and desire to grow professionally and promote the company philosophy, mission, and administrative policies to ensure quality of care.

Nice To Haves

Experience working with EMR and/or EPIC Data
Experience working with CRM data
Alteryx experience/exposure
Qlik experience or other data visualization tools
Visual Basic Programing/Reporting in Excel

Responsibilities

Analyze historical data and trends to forecast future staffing needs based on
Monitor and track actual performance against forecasted data, identifying any discrepancies and recommending corrective actions.
Ensure that forecasts are generated in a timely and precise manner
Offer strategic recommendations to improve the forecast while balancing service levels and requirements
Monitors call volume arrival patterns, seasonality, contact rates, and applies various forecast models (non-stationary, trend lines, correlation analysis
Produce and present regular reports on forecast accuracy, trends, and insights to leadership
Identify opportunities for process improvement and automation to increase efficiency and effectiveness of reporting.
Prepare, develop, analyze and disseminate daily, weekly, monthly and quarterly reports and presentations regarding Key Performance Indicators (KPI)s and other key statistical data presented to PCC Leadership Team members.
Produce reports containing summary data in graphical, tabular and narrative forms.
Consulting with leadership team regarding trends and changes required to promote success and growth within the Group’s and Department’s strategic objectives.
Support data management of databases and sources.
Monitor report due dates and establish timelines for reporting.
Ensure data accuracy and integrity by conducting regular audits and troubleshooting data discrepancies