Posted On: 02-07-2020
Position Title: Workforce Management Analyst
Job Location: Chicago, IL
Contact information and application information:
Company Name: Northwestern Medicine

The Workforce Management Analyst provides analytical and operational improvement support to the Manager of Access.  This position facilitates primarily call center data analysis, trends, and supporting materials to lead improvement efforts in patient access.  This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectation across the services centers within Access.

The Workforce Management Analyst position reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.


  • Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, abstract up from low-level information to a general understanding and recommendation
  • Ability to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposes
  • Generate and maintain short-, mid- and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform
  • Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
  • Serve as the conduit between IT, Telecom and Access staff
  • Effectively utilize and integrate enterprise-wide requirement systems (EPIC, EDW, Cisco, etc.)
  • Successfully manage and engage in multiple initiatives simultaneously
  • Drive and challenge processes and operations assumptions of how they will successfully execute their plans
  • Collaborate with the key stakeholders to ensure that all KPIs are met
  • Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
  • Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives
  • Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
  • Monitor and coordinate activities to support operational performance management (e.g. service level, productivity, etc.)
  • Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification
  • Strategically identify need for modification of current or additional call queues
  • Prepare multiple scenario analyses across multiple business units during annual budget cycle
  • Monitor daily transaction activity to ensure compliance with procedures
  • Develop tools to support staff and enhance efficiency
  • Other, non-call center, data and staffing analysis as needed
  • Perform other duties as assigned by Operations Coordinator, Manager, and Director


  • Bachelors Degree or equivalent experience
  • Strong analytical and project management skills required
  • Strong computer skills (Word, Excel, PowerPoint)


  • Masters Degree
  • Previous workforce management experience
  • Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NICE, Avaya, Aspect, etc)
  • Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel
  • Exceptional interpersonal skills
  • Demonstrated customer service skills
  • Excellent verbal and written communication skills