Akron Children's Hospital Careers

Workforce Management Analyst (Call Center)

Akron, Ohio

Job Description

Day Job

  • Full Time, Day Shift
  • Mon-Fri

Position Summary

The Call Center Real-Time Analyst or Call Center Analyst  is responsible for monitoring, analyzing and enhancing staff utilization and call handling reviewing real-time statistics. These duties are inclusive of maintaining staffing levels, service levels, handle time, abandonment rate and average speed to answer. The Call Center Real-Time Analyst is the point person responsible for review of real-time staffing and analysis on areas in which improvement is needed. They will utilize resources to maintain minimal service levels and provide recommendation to leadership on where changes need made.


Duties and Responsibilities

1.   Monitor, manage, and maintain appropriate key metrics across the Appointment Center. Areas where improvement needed will be provided to appropriate individuals. Key metrics are inclusive, but not limited to: expected occupancy, shift assignment, meetings, trainings, and service levels, handle time, abandon rate, ASA, after call work, calls in queue, as well as retention stats, quality assurance.

2.   Ability to monitor and manage resources, contact routing and system access/availability.

3.   Identifies staff scheduling needs based on current and historical call volumes.

4.   Provides tactical support to the organization by analyzing and interpreting data to suggest creative solutions.

5.   Develops and maintains call scripting and call routing flows in the telephony system.

6.   Research and trouble shoot discrepancies with staff scheduling, system outages.

7.   Test phone daily and communicate any changes needed to the appropriate leader.

8.   Provide reporting related to call statistics including narrative, tabular, and graphical depictions of the data, results, and recommendations.

9.   Proactively analyze staffing needs to ensure service levels are met.

10. Ability to respond proactively to unexpected changes in volume/staffing.

11. Monitor performance and ensure appropriate support is provided.

12. Uses technical tools to query, manipulate, and summarize data from various data sources.

13. Establish and maintain WFM processes, improving efficiency by implementing new ideas, technology and methodology.

14. Presents findings to business leaders in a language that can be readily understood.  Utilizes data, results and recommendations to develop and deliver presentations.

15. Works with other analytic professionals and the VP, Analytics and Performance Management as required to standardize metrics, resolve data quality issues, and ensure conformity and compliance with all aspects of  (specialty) data analysis. 



1.    At least 2 years call center Workforce Management experience required.

2.    Schedule flexibility is required

3.    Systems, Internet and call center environment experience.

4.    Strong Microsoft Excel knowledge is needed.

5.    Benchmarking and trending experience.

6.    Ability to use and extract data from appropriate systems

7.    Ability to manipulate data after extraction

8.    Ability to analyze data using appropriate methods and tools

9.    Ability to summarize, visualize, and present data

10.  Ability to develop relevant, meaningful metrics

11.  Ability to analyze and resolve data quality issues

12.  Knowledge of key metrics, including expected occupancy, service levels, handle   time, abandonment rate and ASA.

13.  Ability to work independently with minimal supervision

14.  Strong analytical, math and reasoning skills

15.  Ability to multi-task and work with aggressive timelines


Education and Experience

1.   Bachelor’s degree with a major in business, quantitative analysis, and mathematics or related filed is preferred.

2.   Minimum of five years’ experience in data analytics, or a Bachelor’s degree required.

Akron Children's Hospital is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.
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