Posted On: 01-09-2017
Position Title: Sr Analyst, Workforce Optimization
Location: Dublin, OH
Job Number: 20011699
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What Workforce Optimization contributes to Cardinal Health

Workforce Optimization is responsible for developing and managing forecasting and scheduling models, as well as systems and methodologies needed for analysis, measurement, and assessment of volumes and staffing/scheduling effectiveness, planning and decision-making.

Accountabilities in this role

  • Oversee real-time performance of inbound, outbound, email and back office functions and pivot intraday plan to protect established service goals
  • Maintain day-of and 30-6-90 day forecasts
  • Develop and maintain SOP’s
  • Analyze key performance metrics and adjust staffing needs as required
  • Review and evaluate requests to ensure proper action is taken in a prompt manner
  • Create and distribute critical call center reports as needed
  • Proactively partner with Manila based workforce management team to manage daily contact center workload volumes
  • Other projects or duties as assigned


  • Associate’s degree or equivalent work experience
  • Proficient in MS Excel, PowerPoint, and Word
  • Previous contact center experience preferred
  • Strong organizational and decision making skills required
  • Strong communication skills required, including the ability to interact well with senior leaders
  • Solid understanding of workforce management practices and software

What is expected of you and others at this level

  • Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
  • Works on projects of moderate scope and complexity
  • Identifies possbile solutions to a variety of technical problems and takes actions to resolve
  • Applies judgment within defined parameters
  • Receives general guidance may receive more detailed instruction on new projects
  • Work reviewed for sound reasoning and accuracy

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.