Workforce Scheduler Analyst

@ Henry Ford Health

General Summary

The Workforce Scheduler Analyst supports effective staff planning using workforce management tools to deliver the appropriate level of service to Henry Ford patients within a call center environment. This role requires a strong understanding of staffing, scheduling, and contact distribution, as well as familiarity with the Henry Ford Time Entry system and WFM tools. Excellent writing, computer skills, and communication abilities are essential to report analysis to the management team.

Principal Duties and Responsibilities

• Forecast call volumes accurately (interval, daily, monthly) and predict call center events.
• Perform ad hoc analyses and present findings to management.
• Create, modify, and maintain forecast models for call center operations.
• Maintain schedule integrity and update agent status levels.
• Review timesheet data and correlate with management tools.
• Utilize WFM tools to determine staffing requirements and accurate workforce schedules.
• Collaborate with management, internal customers, and data suppliers to ensure data accuracy and service impact analysis.
• Track daily scheduling information, including absences, vacations, and team meetings.
• Provide feedback regarding agent scheduling concerns.
• Perform other duties as determined by leadership.

Education/Experience Required

An Associate degree with 2 years of college in business or related field (required) and a Bachelor’s Degree preferred. Minimum 2 years’ experience in call center analytics; workforce management experience is a plus. Proficiency in Microsoft Office applications including MS Access, MS Excel, and PowerPoint is necessary.

Key Skills/Competency

• Workforce Management
• Call Forecasting
• Data Analysis
• Scheduling
• Microsoft Office
• Analytical Skills
• Time Entry Systems
• Communication
• Report Generation
• Ad Hoc Analysis