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Access Center Workforce Management Analyst

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Location: Hybrid, 8100 Greenbriar St, Houston, TX 77054
Job Ref:
JR-909
Time Type:
Full Time
Job Shift:
Day
Job Type:
Full Time
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

EDUCATION
  • 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

EXPERIENCE
  • 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, 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


ESSENTIAL FUNCTIONS

PEOPLE 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.

SERVICE ESSENTIAL FUNCTIONS
  • 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.

QUALITY/SAFETY ESSENTIAL FUNCTIONS
  • 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.

FINANCE ESSENTIAL FUNCTIONS
  • 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.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS
  • 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.


SUPPLEMENTAL REQUIREMENTS
    WORK ATTIRE
    • Uniform: No
    • Scrubs: No
    • Business professional: Yes
    • Other (department approved): No

    ON-CALL*
    *Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
    • On Call* Yes

    TRAVEL**
    **Travel specifications may vary by department**
    • May require travel within the Houston Metropolitan area Yes
    • May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION
  • 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

EXPERIENCE
  • 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

Company Profile:

Houston Methodist is one of the nation’s leading health systems and academic medical centers. The health system consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the Texas Medical Center, seven community hospitals and one long-term acute care hospital throughout the Greater Houston metropolitan area. Houston Methodist also includes a research institute; a comprehensive residency program; international patient services; freestanding comprehensive care clinics, emergency care and imaging centers; and outpatient facilities. Come lead with us!

Houston Methodist is an Equal Opportunity Employer.

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