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Houston Methodist · 12 hours ago

Access Center Workforce Management Analyst

Katy, TX

Full-time

Onsite

Mid Level

3+ years exp

Houston Methodist is a leading healthcare institution, and they are seeking an Access Center Workforce Management Analyst. The role involves providing real-time reporting and support for contact center operations, monitoring call volume trends, and delivering actionable insights to enhance operational efficiency.

Health CareMedical

Growth Opportunities

Responsibilities

Providing real-time intraday reporting and support for contact center operations

Monitoring call volume trends, agent performance, and schedule adherence to ensure optimal resource allocation and service level achievement

Analyzing and interpreting data to deliver actionable insights to enhance operational efficiency

Performing intraday adjustments, creating and maintaining performance dashboards, and communicating updates to stakeholders

Promoting a positive work environment and contributing to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results

Communicating with supervisors regarding staffing and productivity needs

Providing feedback to peers to effectively change behavior and motivating and inspiring peers to impact a change in culture

Analyzing real-time data and trends to identify patterns, improvement areas, and opportunities for proactive solutions

Monitoring and tracking requests related to intraday schedule adjustments and schedule adherence

Monitoring real-time service levels and response times and acting quickly to address poor performance

Producing and reviewing daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance

Ensuring accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence

Administering real-time workforce management processes

Providing insights and staffing recommendations to System Access Leadership on improving workforce efficiency and resource allocation

Consistently taking the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines

Utilizing resources effectively and efficiently, demonstrating responsible financial stewardship

Managing own time effectively and prioritizing work to achieve maximum results in a timely manner

Promoting individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supporting department-based goals which contribute to the success of the organization

Seeking opportunities to expand learning beyond baseline competencies with a focus on continual development

Qualification

Data analyticsWorkforce management toolsAutomated Call DistributionMicrosoft ExcelAnalytical skillsBilingual (English/Spanish)Communication skillsInterpersonal skillsAttention to detailWork independentlyThrive under pressure

Required

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