Workforce Management Analyst

About the role

Join TriHealth as a Workforce Management Analyst! This role requires on-site presence in the Cincinnati, OH area; remote work is not available. Must reside in Cincinnati-Dayton, Ohio, Northern Kentucky or Eastern Indiana. At TriHealth, you'll help power an exceptional patient experience by ensuring our contact center teams have the right resources in place at the right time. Your expertise in workforce planning and real-time operations will directly support patients, providers, and team members across a dynamic healthcare environment where every interaction matters. Join TriHealth, a nationally recognized healthcare system committed to innovation, collaboration, and continuous improvement. In this impactful role, you'll partner with operational leaders, leverage data-driven insights, and influence strategic staffing decisions that enhance service excellence for more than 100 contact center professionals while advancing our mission of improving the health of the communities we serve.

Responsibilities

• Provides real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives.
• Performs continual analysis of current performance and conducts real-time reforecasting to make necessary adjustments in staffing plans and coordinates with Operations teams to achieve service level goals/business objectives for multi-site operation.
• Maintains constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume and staffing forecasts on a daily, weekly, monthly, and annual basis.
• Generates and evaluates staffing schedules and ensures data updates into scheduling system.
• Generates short and long-term staffing models and provides effective recommendations for staffing schedules based on analysis.
• Utilizes workforce management tool to monitor volumes and collaborates with Operations leader to make real-time adjustments to achieve service goals.
• Effectively communicates with Operations teams to coordinate staffing needed based on current and forecasted results.
• Consistently compares results to forecast and identifies opportunities for improvement.

Requirements

• Associate’s degree or Diploma in Business, Communication, Healthcare or other related field (Required)
• 3‑4 years’ Customer Service experience (Required)
• 2‑3 years Clerical, Call Center, Healthcare or other experience (Required)
• Demonstrated competency in quantitative, analytical and technical aptitude with Workforce Management software and systems.
• Ability to proactively find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

Benefits

TriHealth offers a comprehensive benefits package - including medical, dental, vision, paid time off, retirement plans, and tuition reimbursement. Please view our benefits page https://careers.trihealth.com/what-we-offer/benefits

Schedule

Location: TriHealth Norwood. Work Schedule: Full-Time (80 hours bi‑weekly), Onsite Day Shift. No weekend, holiday, or on‑call commitment.