Access Center Workforce Management Analyst

Houston Methodist•Katy, TX

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About The Position

Access Center Workforce Management Analyst FLSA STATUS Exempt

Requirements

Bachelor’s degree in business administration, mathematics, statistics, or related field; or additional four years of experience (in addition to the minimum experience requirements listed below) 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)
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, especially with regard to activities impacting patient or employee safety or security
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

Nice To Haves

Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred
Bilingual (English/Spanish) preferred

Responsibilities

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 daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance.
Ensures accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence.
Administers real-time workforce management processes.
Provides insights and staffing recommendations to System Access Leadership on improving workforce efficiency and resource allocation.
Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.
Utilizes resources effectively and efficiently, demonstrating responsible financial stewardship. Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization.
Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.