Workforce Analyst Contact Center

OSF HealthCare
Peoria, IL
Workforce Analyst Contact Center Location Peoria, IL (Downtown Peoria area) : Overview: Expected pay for this position is $21.30 - $25.05/hour. Actual pay will be determined by experience, skills and internal equity. POSITION SUMMARY: The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies. Qualifications: REQUIRED QUALIFICATIONS:
  • Education: High School/GED
  • Experience: 3 years of experience in scheduling, staffing analysis, or workforce management
  • 2 years of experience in a call center environment
  • Experience using reporting tools
  • Other skills/knowledge: Customer service and communication skills, including patience and flexibility with a variety of user knowledge levels and skill sets.
PREFERRED QUALIFICATIONS:
  • Education: Associate's Degree
  • Other skills/knowledge: Familiarity with OSF services, organizational practice, principles, and mission.
OSF HealthCare is an Equal Opportunity Employer.
Posted 2025-09-24

Recommended Jobs

Accountant

Peace Industries
Rolling Meadows, IL

This is an excellent opportunity for someone who has a passion for problem-solving, database and financial analysis, and collaborating with team members to produce timely and accurate financial rep…

View Details
Posted 2025-09-14

Product Manager-Energy Curable Inks

Inx International Ink Co.
Schaumburg, IL

Company Description In a world of vibrant color, INX stands out by blending art, science, and sustainability into every drop of ink we make. We’re globally recognized for our innovation, and we’…

View Details
Posted 2025-09-14

RN - CFH OR(B)

Carle Health
Urbana, IL

Overview: The staff Registered Nurse (RN) is a professional caregiver who assumes responsibility for a group of patients for a designated time frame and provides care to these patients via the utiliza…

View Details
Posted 2025-07-28

Project Manager Architecture and Engineering

AECOM
Chicago, IL

Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our…

View Details
Posted 2025-09-23

Asset Integrity Department Manager

Orbital Engineering, Inc.
Chicago, IL

Job Description Job Description Asset Integrity Department Manager Working with our business partners to create, improve and sustain industry and infrastructure. Orbital Engineering has been d…

View Details
Posted 2025-07-30

Maintenance Technician II - Food Production

Sysco
Hampshire, IL

J OB SUMMARY: The Production Technician II role is essential for supporting the operations team and is responsible for troubleshooting equipment issues and performing preventive maintenance on prod…

View Details
Posted 2025-07-28

Customer Service Agent

Above Lending
Northbrook, IL

Above Lending is a next-generation financial services company. We provide simple and transparent products aimed at helping our clients achieve their personal finance goals. With competitive rates and…

View Details
Posted 2025-09-22

Porter - Back of House Team Members @ Museum of Science & Industry

Sodexo Live! (Hourly)
Chicago, IL

Job Description Job Description IF YOU ARE LOOKING FOR A FUN JOB IN HOSPITALITY, THIS IS THE PLACE FOR YOU! Sodexo Live! is currently hiring for the Museum of Science & Industry! We are look…

View Details
Posted 2025-08-23

Sales Representative - Chicago Central

D.R. Horton, Inc
Schaumburg, IL

Description   D.R. Horton, Inc. is currently looking for a Sales Representative (NE). The right candidate's primary responsibility is to manage the sales process while providing excellent cust…

View Details
Posted 2025-09-10

Student Marketeer - College of Lake County

Red Bull
Arlington Heights, IL

As a Red Bull Student Marketeer, you are part of the most dynamic and empowered brand and product ambassador program in the world. Reporting to the local Field Marketing Specialist (FMS), you will le…

View Details
Posted 2025-08-15