Contact Center WFM Intra-Day Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee daily operations of contact center resources

• Track call volumes, service levels, and utilization of resources

• Implement intra-day adjustments to align workload and workforce across both internal and outsourced partner networks

• Act as a primary analyst within the Command Center function

• Evaluate intra-day forecasted workloads against actual volumes and corresponding service levels in real-time

• Identify and execute real-time staffing and/or call-routing adjustments to address over- and under-staffing challenges

• Collaborate with colleagues to pinpoint causal factors leading to increased workloads and formulate action plans

• Serve as a key contact for network-related issues and escalations

• Take part in or lead daily performance review meetings

• Engage in forecasting and staff planning discussions

• Comply with Memorial Hermann policies, procedures, standards, budgetary guidelines, time management, supply management, productivity, and quality-of-service requirements

• Support departmental goals and act as a preceptor, mentor, and resource for less experienced staff

• Ensure safe, compassionate, personalized, and efficient experiences for both patients and colleagues

• Execute other duties as assigned

⛳️ Requirements

• Bachelor’s Degree in a related field is preferred

• Minimum of two (2) years of experience in workforce management or command center operations within a large multi-site call center environment

• Familiarity with call center workforce management and network routing technologies (e.g., eWFM, IEX, etc.)

• Proficient in Excel and/or Access

• Possess an analytic mindset with the ability to scrutinize metrics and numerical data to detect performance trends and issues

• Strong oral and written communication skills

• Licenses/Certifications: None

🏝️ Benefits

• Opportunities for professional growth and development

• Support for mandatory and continuing education as well as skills competency

• Mentorship and preceptor opportunities