WFM / WFO Analyst Contact Center

Category : Healthcare
Location/City : TX - Houston
Id : 37311


We are searching for a Workforce Management/Workforce Optimization-someone who works well in a fast-paced setting. In this position, you'll be responsible for analyzing, developing and executing strategies to service levels consistently within the operation resources. In this position, you will ensure staff and workload resources are planned for and adjusted to meet business performance metrics. Lastly, you will effectively communicate with all levels of the organization regarding impacts to volume, staffing, service levels and productivity.
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Job Duties & Responsibilities
  • Analyze data trends, identifies root cause(s) and provides feedback to business leadership team
  • Conduct real time monitoring of inbound contact volumes and agent productivity
  • Communicate call-center trends / agent activity to management
  • Provide administrative support to the Call Center and Call Center Management Staff
  • Ensures delivery of target service levels, financials, training requirements and performance metrics through optimization of resources and effective proactive schedule management
  • Proactively react to service delivery issues using call allocation and routing changes and or staffing changes
  • Manages communication strategy for regular call center results provided to the executive leadership team
  • Fully participates in the department and company goal of delivering first class customer service
  • Acts as an escalation point for internal and external customer issues, where required
  • Contributes to continuous process improvement of customer service across the site

Skills & Requirements
  • High School Diploma or GED
  • Three (3) years of workforce management experience in a call center environment (A Bachelor's degree may substitute for two years of the experience requirement)
  • Must have strong analytical, statistical and critical thinking skills for problem solving.
  • Excellent communication skills and strong interpersonal skills
  • Ability to demonstrate strong work ethic and flexibility to work under tight deadlines
  • Ability to work both independently and within a collaborative team oriented environment
  • Bilingual English and Spanish preferred



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