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Job Title:

Department:

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.

Position Summary

Serves as the primary workforce management and NICE CXone platform subject-matter expert for the James Patient Access Services scheduling intake center. Reporting to the manager or Associate Director, James Patient Access Services Intake & Access Operations, this position is responsible for real-time queue monitoring, contact volume forecasting, agent scheduling, platform administration, and performance analytics in a high-volume oncology scheduling environment.

Goals and objectives include administering and optimizing the NICE CXone contact center platform including user configurations, routing rules, IVR call flows, and adherence tools; monitoring contact center queues in real time and making intraday staffing adjustments to protect service level performance; developing accurate contact volume forecasts and translating them into staffing models aligned with patient demand; producing timely workforce management reports for supervisors and leadership; identifying staffing gaps, system issues, and emerging performance trends and escalating with data-supported recommendations; collaborating with JPAS leadership to support capacity planning and operational continuity; and maintaining complete documentation of all workforce management processes and platform configurations.

Minimum Qualifications

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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