Analyst - Workforce

About the role

The Workforce Analyst works independently, using workforce management tools to provide support and effective staff planning. This role ensures the appropriate level of service to UC Health’s patients within the Access Center environment. The analyst must understand the inter-relationships between staffing and scheduling and possess strong writing, computer skills, and the ability to communicate analysis effectively to the management team.

Responsibilities

• Forecast call volumes with a high degree of accuracy: interval, daily, and monthly call volumes, handle times, and service metrics.
• Perform various ad hoc analyses; formulate conclusions and present them to management.
• Conduct operational analyses to support the management team.
• Collaborate with management and internal customers on service-level impacts and analysis for proposals and future initiatives.
• Develop staff schedules, analyze performance data, and prepare workforce analysis reports.
• Provide feedback to the management team regarding agent scheduling concerns.
• Track daily scheduling information, including absences, to support the management team in alignment with UC Health policies.
• Monitor incoming calls, agent availability, and workload distribution in real-time.

Requirements

• Minimum: High School Diploma or GED (Preferred: Associate's Degree).
• Minimum: 3–5 years of equivalent experience (Preferred: 6–10 years of equivalent experience).

Location: United States