Workforce Management Specialist

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The Workforce Management Analyst will analyze call volume, staffing levels, schedule adherence, and contact center performance data within the James Patient Access Services scheduling center, serving The James Cancer Hospital and Solove Research Institute across 47 oncology specialty lines. This position provides real-time, daily, weekly, and monthly reporting to supervisors and leadership with recommendations on how to manage trends and performance levels to ensure that patient access goals and service level targets are consistently met. The Analyst serves as the primary administrator of the NICE CXone contact center platform and workforce management system, partnering closely with JPAS leadership to ensure the right staff is available at the right times to serve patients and referring providers.

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 is required. Candidates must have a working knowledge of NICE CXone or a similar contact center ACD and workforce management platform, such as Cisco CUIC, Genesys, Verint, or Calabrio, along with 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 is expected.

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