Workforce Management Analyst

TriHealth•Norwood, OH

5d•Onsite

About The Position

The Workforce Management Analyst supports TriHealth’s contact center operations by optimizing resources for more than 100 agents across multiple teams. The role uses workforce planning, real-time monitoring, data analysis, and forecasting to help contact center teams meet business and telephone service-level objectives and deliver a strong patient and team member experience. The analyst partners with Operations leaders to adjust staffing in response to current and forecasted performance, and develops staffing models and recommendations for a multi-site operation. The position produces daily, weekly, monthly, and annual call-volume and staffing forecasts; generates and evaluates schedules; and ensures data is updated in the scheduling system. It requires quantitative, analytical, problem-solving, and technical aptitude, including competency with workforce management software and systems. The analyst is expected to identify problems proactively, assess business impacts, recommend corrective actions, and communicate effectively with Operations teams. This is a full-time, on-site day-shift position at TriHealth Norwood in the Cincinnati, Ohio area. Remote work is not available. Candidates must reside in Cincinnati-Dayton, Ohio, Northern Kentucky, or Eastern Indiana. The schedule is 80 hours bi-weekly, with no weekend, holiday, or on-call commitment. Team members are expected to demonstrate TriHealth’s SERVE standards and ALWAYS behaviors in their interactions with patients, guests, colleagues, and the community.

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 relevant experience.
Quantitative, analytical, and technical aptitude, including competency with workforce management software and systems.
Excellent verbal and written communication skills.
Effective problem-solving skills and customer service experience.
Must reside in Cincinnati-Dayton, Ohio, Northern Kentucky, or Eastern Indiana.
Must be able to work on-site; remote work is not available.

Responsibilities

Generate short- and long-term staffing models and recommend staffing schedules based on analysis.
Use workforce management tools to monitor call volumes and collaborate with Operations leaders on real-time adjustments to achieve service goals.
Communicate with Operations teams to coordinate staffing adjustments based on current and forecasted results.
Compare actual 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.
Monitor performance, conduct real-time reforecasting, and adjust staffing plans to maximize resource efficiency and meet service-level goals.
Support staffing decisions for a multi-site operation serving more than 100 contact center agents across multiple teams.