Note: The job is a remote job and is open to candidates in USA. UNC Health is an inclusive organization with a mission to improve the health and well-being of unique communities. The Access Center Capacity Analyst is responsible for developing and refining forecasts of patient contact volumes and staffing requirements, supporting capacity planning and operational performance through data analysis.

Responsibilities

• 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

Skills

• Bachelor's degree in Business or other related area from an accredited college or university
• 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
• 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)
• Proven ability to manage multiple priorities in a fast-paced, data-driven environment
• High attention to detail, accuracy, and commitment to continuous improvement
• Experience using reporting and analytics tools such as Power BI, Tableau, Crystal Reports, or SQL preferred but not required
• Six Sigma, Certified Workforce Planning Professional (CWPP), Project Management Professional (PMP), or related certifications preferred but not required

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