Access Center Workforce Management Analyst

Access Center Workforce Management Analyst

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At Houston Methodist, the Access Center Workforce Management Analyst position is responsible for providing real-time intraday reporting and support for contact center operations. This position monitors call volume trends, agent performance, and schedule adherence to ensure optimal resource allocation and service level achievement. Additional responsibilities include analyzing and interpreting data to deliver actionable insights to enhance operational efficiency. This position performs intraday adjustments, creating and maintaining performance dashboards, and communicating updates to stakeholders.

FLSA STATUS
Exempt

Qualifications

• Bachelor’s degree in business administration, mathematics, statistics, or related field; or additional four years of experience in lieu of degree.

• Three years of experience in a call center operation to include two years in quality assurance, process improvement, data analytics, or workforce management.
• Experience with Automated Call Distribution systems and associated applications (Cisco, Calabrio, CUIC or other workforce planning tools).
• Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred.
• Bilingual (English/Spanish) preferred.

Skills And Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job.
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles.
• Demonstrates an ability to analyze data, using the data to drive decision-making and implement effective resolutions.
• Excellent communication and interpersonal skills to collaborate across departments.
• Ability to thrive in a fast-paced environment and handle multiple priorities effectively.
• Strong analytical skills.
• Proficiency in workforce management tools.
• Excellent listening skills.
• Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization.
• Ability to plan, organize, prioritize, and complete work to meet established objectives.
• Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines.
• Must be able to influence positive change.
• Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications.
• Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions.
• Able to work independently and in a team environment.
• Ability to remain calm and patient in stressful situations.
• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture).
• Strong research skills.

Essential Functions

• Promotes a positive work environment and contributes to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results.
• Communicates with supervisors regarding staffing and productivity needs.
• Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.

• Analyzes real-time data and trends to identify patterns, improvement areas, and opportunities for proactive solutions.
• Monitors and tracks requests related to intraday schedule adjustments and schedule adherence.
• Monitors real-time service levels and response times and acts quickly to address poor performance.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Produces and reviews…