Workforce Management Data Analyst

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 8pm to 5am (Philippines) Workforce Management Data Analyst (GBS) Primary Function/General Purpose of Position The Workforce Management Analyst supports a specialty scheduling contact center within a global captive center environment by developing data-driven workforce strategies that optimize staffing, scheduling, and patient access . This role leverages Genesys and workforce management tools to forecast demand, monitor performance, and ensure alignment between workforce capacity and patient scheduling needs across specialty service lines. The analyst partners with operations and organizational stakeholders to deliver actionable insights, improve service levels, and enhance the overall patient and caregiver experience. Essential Job Functions Develops forecasts for call volume, referrals, and scheduling demand using Genesys and WFM tools to support patient access across specialties. Build s and maintains dashboards to monitor key metrics such as service level, call volume, referral trends, scheduling capacity, and new patient lag. Aligns staffing models and schedules with forecasted demand to optimize coverage and meet service level targets. Performs real-time monitoring and intraday adjustments (queue management, agent allocation, adherence) to maintain performance. Analyzes trends in patient access, call drivers, and specialty demand to identify gaps and improvement opportunities. Conducts root cause analysis on performance issues and provides actionable, data-driven recommendations. Supports scheduling processes including PTO, call-offs, and schedule updates in alignment with operational needs. P artners with operations, training, and leadership teams to implement process improvements and enhance workforce efficiency. Leverages Genesys reporting and tools to improve forecasting accuracy and operational visibility. Evaluates outcomes of operational changes and ensures insights drive measurable improvements in access and performance. Licensing/Certification None Education Bachelor’s degree in Statistics, Mathematics, Industrial Engineering, or other related fields Work Experience 2+ years’ experience in Workforce Management in a B usiness P rocess O utsourcing (BPO) , G lobal B usiness S ervice (GBS) , healthcare customer service, or shared services environment (required) ​ ​ 2+ years’ experience in IT or data analytics preferably in healthcare customer service environment, (preferred) ​ As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer Comprehensive HMO medical coverage, retirement plan and group life and accident insurance One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances Paid vacation and sick leave Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need) Mission-driven culture events, community outreach and service opportunities Learning and development programs, mentorship and clear career growth pathways Modern, collaborative office spaces and regular engagement and culture-building activities Benefits may vary based on employment terms and role. Department: Physician Services - Enterprise Contact Center - BSMH Global Business Systems It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment. All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law. We are committed to providing an inclusive workplace free from unlawful discrimination and harassment. If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.