Access Center Workforce Management Analyst
full-time•Houston
About this role
FLSA STATUS
Exempt
QUALIFICATIONS
EDUCATION
EXPERIENCE
SKILLS AND ABILITIES
ESSENTIAL FUNCTIONS
PEOPLE ESSENTIAL FUNCTIONS
SERVICE ESSENTIAL FUNCTIONS
QUALITY/SAFETY ESSENTIAL FUNCTIONS
FINANCE ESSENTIAL FUNCTIONS
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
SUPPLEMENTAL REQUIREMENTS
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* Yes
- May require travel within the Houston Metropolitan area Yes
- May require travel outside Houston Metropolitan area 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.
TRAVEL
Travel specifications may vary by department**
Other facts
Tech stack
Data Analytics,Workforce Management,Quality Assurance,Process Improvement,Communication,Interpersonal Skills,Analytical Skills,Attention to Detail,Microsoft Excel,Microsoft PowerPoint,Microsoft Word,Tableau,Bilingual,Customer Service,Problem Solving,Research Skills,Call Center Operations
About Houston Methodist
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, emergency care and imaging centers; and outpatient facilities. Houston Methodist employs more than 32,000 people. Come lead with us.
Team size: 10,001+ employees
Website: http://www.houstonmethodist.org
LinkedIn: Visit
Industry: Hospitals and Health Care
What you'll do
- The Access Center Workforce Management Analyst is responsible for analyzing real-time data to identify trends and improve service levels. They also produce forecasting reports and provide staffing recommendations to enhance workforce efficiency.
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Frequently Asked Questions
What does a Access Center Workforce Management Analyst do at Houston Methodist?
As a Access Center Workforce Management Analyst at Houston Methodist, you will: the Access Center Workforce Management Analyst is responsible for analyzing real-time data to identify trends and improve service levels. They also produce forecasting reports and provide staffing recommendations to enhance workforce efficiency..
Why join Houston Methodist as a Access Center Workforce Management Analyst?
Houston Methodist is a leading Hospitals and Health Care company.
Is the Access Center Workforce Management Analyst position at Houston Methodist remote?
The Access Center Workforce Management Analyst position at Houston Methodist is based in Houston, Texas, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Access Center Workforce Management Analyst position at Houston Methodist?
You can apply for the Access Center Workforce Management Analyst position at Houston Methodist directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about Houston Methodist on their website.