Workforce Management Specialist

The Ohio State University

10d • Onsite

About The Position

Serves as the primary workforce management and NICE CXone platform subject-matter expert for the James Patient Access Services scheduling intake center, supporting The James Cancer Hospital and Solove Research Institute across 47 oncology specialty lines. Reporting to the Manager or Associate Director, James Patient Access Services Intake & Access Operations, the position is responsible for real-time queue monitoring, contact volume forecasting, agent scheduling, platform administration, and performance analytics in a high-volume oncology scheduling environment.

The role provides real-time, daily, weekly, and monthly reporting to supervisors and leadership, with recommendations for managing trends and performance to ensure patient access goals and service-level targets are consistently met. It partners closely with JPAS leadership to ensure appropriate staffing is available to serve patients and referring providers. The position also supports capacity planning and operational continuity while maintaining documentation of workforce management processes and platform configurations.

Requirements

• A bachelor's degree or an equivalent combination of education and experience.
• A minimum of one year of previous experience in forecasting, real-time monitoring, and/or analysis of customer contacts in a call center environment.
• Working knowledge of NICE CXone or a similar contact center ACD and workforce management platform, such as Cisco CUIC, Genesys, Verint, or Calabrio.
• Demonstrated experience working with large data sets and producing accurate, meaningful operational reports.
• A minimum of two years of experience in a fast-paced call center or contact center environment.

Responsibilities

• Administer and optimize the NICE CXone contact center platform, including user configurations, routing rules, IVR call flows, and adherence tools.
• Monitor contact center queues in real time and make intraday staffing adjustments to protect service-level performance.
• Develop contact volume forecasts and translate them into staffing models aligned with patient demand.
• Produce timely workforce management reports for supervisors and leadership.
• Identify staffing gaps, system issues, and emerging performance trends, and escalate them with data-supported recommendations.
• Collaborate with JPAS leadership to support capacity planning and operational continuity.
• Maintain complete documentation of workforce management processes and platform configurations.
• Analyze call volume, staffing levels, schedule adherence, and contact center performance data.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level