Workforce Analyst

Ohio State University Physicians•Columbus, OH

14d•$22 - $33

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. Responsibilities The Workforce Real-Time Analyst will analyze call volume, staffing levels, schedule adherence, and call center performance data, by providing real-time, daily, weekly, and monthly reporting to business partners with recommendations on how to manage trends and performance levels, to ensure business needs are being met. Monitoring of queues in real time across multiple lines of business comparing forecasted and actual results, re-forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume. Administration of Workforce Management System, which includes creating, monitoring and managing employees work schedule and adherence. Make recommendations, based on Workforce Management escalation plans, and experience to achieve staffing and company goals to include changing operational guidelines to improve communications and operational efficiency Identify and anticipate issues, including but not limited to system downtime, processes and staffing gaps; react to changing situations with solutions, timelines, and data. Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs. Collaborate with supervisors and leadership to identify when standards are not met, opportunities are available for improvement and trends in data and forecasting are emerging; making recommendations for solutions and escalating as appropriate.

Requirements

Bachelor’s degree or an equivalent combination of education and a minimum of one year of previous experience in forecasting, monitoring and/or analysis of customer contacts.
Working knowledge of Cisco CUIC, or a similar ACD reporting tool.
Experience working with large data sets and databases.
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

Two years of experience in a fast-paced call center environment.
Strong administrative and technical skills including familiarity with Microsoft Office (Outlook, Word, Excel, PowerPoint), video conferencing and messaging (Teams & Zoom), and telephones.

Responsibilities

Analyze call volume, staffing levels, schedule adherence, and call center performance data, by providing real-time, daily, weekly, and monthly reporting to business partners with recommendations on how to manage trends and performance levels, to ensure business needs are being met.
Monitoring of queues in real time across multiple lines of business comparing forecasted and actual results, re-forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.
Administration of Workforce Management System, which includes creating, monitoring and managing employees work schedule and adherence.
Make recommendations, based on Workforce Management escalation plans, and experience to achieve staffing and company goals to include changing operational guidelines to improve communications and operational efficiency
Identify and anticipate issues, including but not limited to system downtime, processes and staffing gaps; react to changing situations with solutions, timelines, and data.
Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs.
Collaborate with supervisors and leadership to identify when standards are not met, opportunities are available for improvement and trends in data and forecasting are emerging; making recommendations for solutions and escalating as appropriate.