Access Center Capacity Analyst

Summary

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

• 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 related area from an accredited college or university
• Professional Experience Requirements: Minimum five years experience in call center environment and workforce management including forecasting and capacity planning
• Knowledge/Skills/and Abilities Requirements: Strong analytical and quantitative skills; proficiency in Microsoft Office (Excel, Outlook); strong written and verbal communication; experience with WFM software (e.g., NICE, Verint, Calabrio, or similar platforms); optional certifications such as Six Sigma, CWPP, or PMP

Remote work in US:

NC:

Chapel Hill, standard hours 40 per week, salary range $33.37–$47.97 per hour, exempt from overtime. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation. UNC Health makes reasonable accommodations for applicants’ religious practices and beliefs, as well as applicants and employees with disabilities.

All interested applicants are invited to apply for career opportunities.