Workforce Management Analyst

TriHealth•Norwood, OH

6d•Onsite

About The Position

The Workforce Management Analyst supports TriHealth’s contact center operations by optimizing more than 100 agents across multiple teams and helping meet business and telephone service-level objectives. The role monitors operations in real time, uses workforce management tools and techniques to make intraday staffing adjustments, analyzes performance, and reforecasts as needed to improve resource efficiency and achieve service goals. The analyst coordinates regularly with Operations teams, develops call-volume and staffing forecasts, and produces short- and long-term staffing models and recommendations. The position is based onsite at TriHealth Norwood and requires residence in the Cincinnati-Dayton, Ohio, Northern Kentucky, or Eastern Indiana area. The schedule is full-time, day shift, with no weekend, holiday, or on-call commitment.

Requirements

Associate’s degree or diploma in business, communication, healthcare, or another related field.
3–4 years of customer service experience.
2–3 years of clerical, call center, healthcare, or other experience.
Excellent verbal and written communication skills.
Effective problem-solving and customer service experience.
Quantitative, analytical, and technical aptitude, including competency with workforce management software and systems.
Ability to identify and define problems proactively, understand business impact, identify solutions, and recommend corrective action.
Must reside in Cincinnati-Dayton, Ohio, Northern Kentucky, or Eastern Indiana.

Responsibilities

Generate short- and long-term staffing models and provide recommendations for staffing schedules based on analysis.
Use workforce management tools to monitor volumes and collaborate with Operations leaders on real-time adjustments to meet service goals.
Communicate with Operations teams to coordinate staffing needs based on current and forecasted results.
Compare results with forecasts and identify opportunities for improvement.
Produce call-volume and staffing forecasts on a daily, weekly, monthly, and annual basis.
Generate and evaluate staffing schedules and ensure data is updated in the scheduling system.
Conduct real-time performance analysis and reforecasting, recommending corrective actions to optimize resources and meet business objectives.