Sr. Contact Center Workforce Analyst Patient Access Center Kelsey-Seybold Clinic Remote

Kelsey-Seybold Clinic•Brookside Vl, TX

4d•$72,800 - $130,000•Remote

About The Position

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. The purpose of this position is to support the call center’s scheduling, operational future, and real-time management functions, along with providing the same support to departments outside of the call center. The Contact Center Sr. Workforce Analyst is responsible for producing call volume forecast and staffing requirements, as well as tracking and reporting critical performance information. Developing and maintaining staff work schedules, managing real time schedule exception entry, skill assignments, and call center service levels are also functions of the Contact Center Sr. Workforce Analyst. Additionally, this position is responsible for mentoring and uptraining workforce analysts, along with educating call center support teams on the functions of WFM and WFM tools. This position requires the ability to perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently. The position also requires the ability to build relationships with departments outside of the call center. The individual in this role will need to have a lot of initiative, strong dedication to detail, and the ability to adjust quickly to a changing environment to be successful. If you are located in Pearland, TX, you will have the flexibility to work remotely as you take on some tough challenges For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

Bachelor’s degree or equivalent experience
5+ years of experience with forecasting in a contact center environment OR 5+ years of experience in operating experience with a Workforce Management System OR 5+ years of experience with a contact center reporting system
Experience using Microsoft Office, PowerPoint, and Excel
Fluent in both verbal and written English

Nice To Haves

College degree in Business, Operations Research, Statistics, or related area
Experience providing leadership support to contact center staff as well as 1st level supervisors
Experience using Microsoft Office, PowerPoint, and Excel
Experience with Calabrio WFM tool
Experience with Avaya systems
Crystal report experience
Advanced in Excel

Responsibilities

support the call center’s scheduling, operational future, and real-time management functions, along with providing the same support to departments outside of the call center
producing call volume forecast and staffing requirements
tracking and reporting critical performance information
Developing and maintaining staff work schedules
managing real time schedule exception entry
skill assignments
call center service levels
mentoring and uptraining workforce analysts
educating call center support teams on the functions of WFM and WFM tools
perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently
build relationships with departments outside of the call center