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Workforce Management Analyst at Geisinger - ApplyBlast

Workforce Management Analyst

Geisinger

2 months ago

3.3 on Glassdoor

Remote

Full Time

Senior

0 applicants

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About this role

The role provides workforce management support to a contact center, handling real‑time monitoring, forecasting, staffing, and reporting to ensure service level standards are met and resources are efficiently utilized. It involves analyzing call volumes, developing capacity plans, maintaining WFM tools, and coordinating with IT and telecom teams for routing and contingency planning.

Responsibilities

Monitor real-time call and non‑call performance to meet service levels
Develop and maintain short‑term and strategic forecasts and capacity plans
Provide staffing consultation and training using staffing models
Create and deliver reports and analysis to support leadership decisions
Coordinate with IT, Telecom, and vendors to resolve call routing issues

Skills

About Geisinger

geisinger.org

Headquarters

Danville, Pennsylvania, United States

Company Size

10001+ employees

Founded

1915

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Geisinger is a healthcare organization serving 1.2 million people in communities across central and northeastern PA. Find a provider or location today.