Access Center Capacity Analyst

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

The Access Center Capacity Analyst is responsible for developing, maintaining, and refining accurate short- and long-term forecasts of patient contact volumes, handle times, and staffing requirements across multiple access center functions. This role supports capacity planning, staffing strategy, and operational performance by analyzing historical data, identifying trends, and modeling future workforce needs.

This role partners closely with the Access Center Capacity Coordinator, Access Center leadership, and other stakeholders to ensure alignment between forecasted workload demand, available staffing, and service-level objectives.

• Forecasting and Analysis: Utilize the access center Workforce Management (WFM) application to evaluate historical data and create short-term forecasts for patient call volumes and handle times across multiple durations and levels of detail, including interval (15-minute), daily, weekly, and monthly views. Generate forecasts by region, facility, department, role, and skill group; support the evolution of multi-channel forecasting (e.g., chat, email). Adjust forecasts based on anticipated factors such as seasonality, holidays, inclement weather, growth or contraction trends, and process or system changes.
• Long-Term Planning: Develop long-term forecasts for capacity planning, incorporating contact volumes, handle times, workload requirements, attrition trends, and PTO utilization. Recommend hiring timelines and staffing strategies to meet projected service levels and business growth.
• Shrinkage and Staffing Analysis: Track and trend shrinkage data (planned/unplanned, controllable/uncontrollable) and incorporate findings into forecasts. Provide PTO threshold recommendations based on liability, seasonal patterns, and required coverage levels.
• Forecast Refinement and Reporting: Monitor forecast accuracy, analyze variance results, and refine modeling methodologies to improve precision. Archive and flag significant days (e.g., system outages, weather events, holidays) for future forecasting reference. Develop and maintain leading indicators that correlate long- and short-term forecasts to support proactive staffing adjustments.
• Collaboration and Communication: Collaborate actively with operations leadership and stakeholders to validate forecast inputs, communicate projected outcomes, and ensure transparency in workforce planning. Partner with the Access Center Capacity Coordinator, Access Center Supervisors, Team Leads, and ISD Telecom to align forecasts with scheduling and operational strategies.
• Business Continuity and Other Duties: Assist in executing business continuity activities during major events or service disruptions. Perform other duties as assigned to support workforce management and operational objectives.

Education Requirements:

• Bachelor’s degree in Business or other related area from an accredited college or university

Licensure/Certification Requirements:

Professional Experience Requirements:

• Minimum five (5) years of experience in a call center environment
• Minimum five (5) years of experience in workforce management, including forecasting and capacity planning.

Knowledge/Skills/and Abilities Requirements:

• Strong analytical and quantitative skills, with the ability to identify trends, correlations, and dependencies in large datasets.
• Proficiency in Microsoft Office Suite (especially Excel and Outlook).
• Strong written and verbal communication skills; able to present complex data clearly to a variety of audiences including senior leadership and frontline teams.
• Experience with WFM software (e.g., NICE, Verint, Calabrio, or similar platforms).
• Experience using reporting and analytics tools such as Power BI, Tableau, Crystal Reports, or SQL preferred but not required.
• Proven ability to manage multiple priorities in a fast-paced, data-driven environment.
• High attention to detail, accuracy, and commitment to continuous improvement.
• Six Sigma, Certified Workforce Planning Professional (CWPP),…