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   Current UPMC employees must apply in HR Direct

Workforce Analyst - Provider Services


Are you a call center professional with strong critical thinking skills? Are you looking for an opportunity to build experience in analysis and reporting?  We are looking for you!

UPMC Health UPMC Health Plan is hiring a full-time Workforce Analyst to help support the Provider Services Department for its Harbor Gardens location on the North Side of Pittsburgh.  This role will work remotely with periodic in-person meeting attendance required on the North Side of Pittsburgh.  This position will work daylight hours Monday - Friday.

The Workforce Analyst will assist with daily workforce management related to staffing, scheduling, reporting, data analysis, and forecasting of workload and resources within Provider Services.  The ideal candidate will be proficient in Microsoft Excel.


  • Meet deadlines and turnaround times set by managers and department director (these deadlines and turnaround times will, at times, require the employee to work until the project is completed, meaning extended daily work hours, extended work weeks, or both)Provide ongoing operational analysis related to queue performance and staff productivity.
  • Monitor all service lines and team member skilling to ensure service level metrics are within compliance on an hourly, daily and monthly basis. Partner with the call center leadership on work management practices such as worklist, coaching, training, and meetings.
  • Work with CCPulse and connect leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, Average Speed of Answer (ASA), Abandon Rate, and other specified call center goals and objectives.Responsible for reporting daily, weekly and monthly team member metric evaluation, performance information and associated time reports.
  • Balance multiple priorities with little or no direction to ensure the daily performance success of all lines including demonstrating a sense of urgency on action taken toward meeting daily requirements on performance guarantee lines.Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.
  • Complete phone audits and resolve all issues related to provider experience within the IVR, Prompts, or After Call Surveys.Communicate and facilitate timely forecast of schedules, overtime schedules, team meetings, and Line Closures.Communicate directly with all levels of staff to identify, escalate and resolve any outstanding technical issues.
  • Work closely with leadership to ensure transparency of all responsibilities. Provide timely reports using Microsoft Office as requested by all departments within the Health Plan.Ensuring service excellence through all processes and interactions.Drive continuous improvement related to customer satisfaction and efficiency.



  • High School Diploma required, BA/BS degree preferred.
  • 2 years of customer service experience required.
  • 1 year UPMC Health Plan or another Health Care Organization experience required.
  • Call Center Genesys Management System experience preferred.
  • Knowledge of Call Center management best practices (Service Level, ASA, Abandon Rate, FCR).
  • Strong analytical skills in a call center environment.
  • Ability to create well organized, accurate, and concise material and work documentation for organizational use.
  • Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain databases.
  • Strong hands on knowledge of workforce management tools and the ability to maintain them.
  • Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.

Licensure, Certifications, and Clearances:

  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct