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Workforce Management Specialist
The Ohio State University, Main Campus. Analyze call volume, staffing levels, schedule adherence, and contact center performance data within the James Patient Access Services scheduling center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management and contact center analytics, with a strong focus on optimizing NICE CXone and producing actionable reports to enhance patient access and service levels.
Highest-signal resume keywords
NICE CXone AdministrationWorkforce Management ReportingForecasting And Staffing ModelsReal-Time MonitoringData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingData AnalysisOperational ReportingStaffing ModelsQueue Monitoring
Soft Skills
CollaborationProblem-Solving
Tools & Technologies
NICE CXoneCisco CUICGenesysVerintCalabrio
Industry Keywords
Contact Center PerformancePatient Access ServicesSchedule AdherenceCall Volume AnalysisCapacity Planning
About the role
Key responsibilities & impact- Analyze call volume, staffing levels, schedule adherence, and contact center performance data within the James Patient Access Services scheduling center
- Provide real-time, daily, weekly, and monthly reporting to supervisors and leadership
- Recommend actions to manage trends and performance levels and ensure patient access goals and service level targets are met
- Serve as the primary administrator and subject-matter expert for the NICE CXone contact center platform and workforce management system
- Monitor contact center queues in real time and make intraday staffing adjustments
- Develop contact volume forecasts and translate them into staffing models aligned with patient demand
- Administer and optimize NICE CXone, including user configurations, routing rules, IVR call flows, and adherence tools
- Produce timely workforce management reports for supervisors and leadership
- Identify staffing gaps, system issues, and emerging performance trends and escalate data-supported recommendations
- Collaborate with JPAS leadership on capacity planning and operational continuity
- Maintain complete documentation of workforce management processes and platform configurations
Requirements
What you’ll need- A bachelor's degree or an equivalent combination of education and 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
- Successful completion of a background check for final candidates
- Drug screen or physical may be required during the post-offer process
Benefits
Comp & perks- Regular position
- Full-time schedule with 40 scheduled hours per week
- First shift
- Background check and, if required, drug screen or physical during the post-offer process
- Equal opportunity employer, including veterans and disability