Workforce Management Analyst
About The Position
Radiology Partners is a leading radiology practice in the U.S., serving hospitals and healthcare facilities nationwide. As a physician-led and physician-owned practice, our mission is to transform radiology through innovation in clinical value, technology, service, and economics, while elevating the role of radiology and radiologists in healthcare. We utilize a proven healthcare services model to provide consistent, high-quality care to patients and deliver enhanced value to the healthcare providers we serve. This position involves analyzing call volumes, workflow trends, and historical data to forecast staffing needs and ensure adequate resource coverage across multiple sites. The analyst will monitor real-time performance, manage schedules, call queues, attendance, and schedule adherence to meet service level goals. Key responsibilities include optimizing workforce efficiency by adjusting staffing plans, approving PTO requests, and coordinating scheduling for shifts, vacations, and holidays. The role also requires generating forecasts and performance reports, providing analytical insights to leadership, and partnering with management and cross-functional teams to support workforce planning, operational improvements, and special projects.
Requirements
- Bachelor's degree in Business or a related field preferred.
- 3+ years of workforce management experience in a contact center environment.
- Experience with workforce management software, forecasting, scheduling, capacity planning, real-time adherence, and contact center technologies (e.g., call routing, IVRs).
- Strong analytical, problem-solving, critical thinking, and root cause analysis skills.
- Experience in performance reporting and quality assurance.
- Excellent organizational, communication, and multitasking abilities.
- Strong attention to detail.
- Ability to work independently or collaboratively in a fast-paced environment.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Flexibility to work varying shifts, including evenings and weekends as needed.
Responsibilities
- Analyze call volumes, workflow trends, and historical data to forecast staffing needs and ensure adequate resource coverage across multiple sites.
- Monitor real-time performance, manage schedules, call queues, attendance, and schedule adherence to meet service level goals.
- Optimize workforce efficiency by adjusting staffing plans, approving PTO requests, and coordinating shift, vacation, and holiday scheduling.
- Generate daily, weekly, monthly, and annual forecasts and provide performance reports and analytical insights to leadership.
- Partner with management and cross-functional teams to support workforce planning, operational improvements, and special projects.
Benefits
- Competitive Benefits package – Eligibility starts the month after hire, with tiered options to choose from.
- Compensation Reviews
- Career Growth Opportunities
- Flexible Remote Schedules
- Generous PTO Plans
- Paid Holidays
- Health & wellness coverage options
- 401k benefits
- Family planning
- Telehealth
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
