Workforce Management Analyst

TriHealth•Norwood, OH

4h•Onsite

About The Position

Join TriHealth as a Workforce Management Analyst! At TriHealth, you'll help power an exceptional patient experience by ensuring our contact center teams have the right resources in place at the right time. Your expertise in workforce planning and real-time operations will directly support patients, providers, and team members across a dynamic healthcare environment where every interaction matters. Join TriHealth, a nationally recognized healthcare system committed to innovation, collaboration, and continuous improvement. In this impactful role, you'll partner with operational leaders, leverage data-driven insights, and influence strategic staffing decisions that enhance service excellence for more than 100 contact center professionals while advancing our mission of improving the health of the communities we serve. Apply today and grow your career with a team that truly values you.

Requirements

Associate’s degree or Diploma Business, Communication, Healthcare or other related field (Required)
3 - 4 years’ Customer Service experience (Required)
2 - 3 years Clerical, Call Center, Healthcare or other (Required)
Must demonstrate competency in quantitative, analytical and technical aptitude skills with Workforce Management software and systems.
Ability to proactively find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

Nice To Haves

Excellent verbal and written skills, effective problem solving and customer service experience.

Responsibilities

Generates short and long-term staffing models and provides effective recommendations for staffing schedules based on analysis.
Utilizes workforce management tool to monitor volumes and collaborates with Operations leader to make real-time adjustments to achieve service goals.
Effectively communicates with Operations teams to coordinate staffing needed based on current and forecasted results.
Consistently compares results to forecast and identifies opportunities for improvement.