Workforce Management Analyst

Workforce Management AnalystJoin TriHealth as a Workforce Management Analyst! 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.Apply today and grow your career with a team that truly values you.Location: TriHealth NorwoodWork Schedule: Full-Time (80 hours bi-weekly) Day Shift No Weekend, Holiday or On Call CommitmentBenefits: TriHealth offers a comprehensive benefits package - including medical, dental, vision, paid time off, retirement plans, and tuition reimbursement.Job Requirements: Associate's degree or Diploma Business, Communication, Healthcare or other related field (Required) 3 - 4 years' Customer Service experience (Required) 2 - 3 years Clerical, Call Center, Healthcare or other (Required)Job Overview: Responsible for delivering superior patient and team member experience with the purpose of optimizing 100+ agents across multiple call center teams to achieve business and telephone service level objectives. 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. Perform continual analysis of current performance and conduct real-time reforecasting to make necessary adjustments in staffing plans and coordinate 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 recommendations based on analysis. Must demonstrate competency in quantitative, analytical and technical aptitude skills with Workforce Management software and systems. Ability to proactively find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.Job Responsibilities: 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.Other Related Information: Excellent verbal and written skills, effective problem solving and customer service experience.Working Conditions: Bending - Rarely Climbing - Rarely Concentrating - Consistently Continuous Learning - Frequently Hearing: Conversation - Consistently Hearing: Other Sounds - Occasionally Interpersonal Communication - Frequently Kneeling - Rarely Lifting <10 Lbs. - Occasionally Lifting 50+ Lbs. - Rarely Lifting <50 Lbs. - Rarely Pulling - Occasionally Pushing - Rarely Reaching - Consistently Reading - Consistently Sitting - Consistently Standing - Occasionally Stooping - Rarely Talking - Frequently Thinking/Reasoning - Consistently Use of Hands - Consistently Color Vision - Consistently Visual Acuity: Far - Occasionally Visual Acuity: Near - Consistently Walking - OccasionallyTriHealth SERVE Standards and ALWAYS BehaviorsAt TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:Serve: ALWAYS... • Welcome everyone by making eye contact, greeting with a smile, and saying "hello" • Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist • Refrain from using cell phones for personal reasons in public spaces or patient care areasExcel: ALWAYS... • Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met • Offer patients and guests priority when waiting (lines, elevators) • Work on improving quality, safety, and serviceRespect: ALWAYS... • Respect cultural and spiritual differences and honor individual preferences. • Respect everyone's opinion and contribution, regardless of title/role. • Speak positively about my team members and other departments in front of patients and guests.Value: ALWAYS... • Value the time of others by striving to be on time, prepared and actively participating. • Pick up trash, ensuring the physical environment is clean and safe. • Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.Engage: ALWAYS... • Acknowledge wins and frequently thank team members and others for contributions. • Show courtesy and compassion with customers, team members and the community