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.
PEOPLE ESSENTIAL FUNCTIONS
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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.
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Communicates with supervisors regarding staffing and productivity needs.
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Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.
SERVICE ESSENTIAL FUNCTIONS
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Analyzes real-time data and trends to identify patterns, improvement areas, and opportunities for proactive solutions.
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Monitors and tracks requests related to intraday schedule adjustments and schedule adherence.
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Monitors real-time service levels and response times and acts quickly to address poor performance.
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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
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Produces and reviews daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance.
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Ensures accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence.
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Administers real-time workforce management processes.
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Provides insights and staffing recommendations to System Access Leadership on improving workforce efficiency and resource allocation.
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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
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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.
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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.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
EDUCATION
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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
WORK EXPERIENCE
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Three years of experience in a call center operation to include two years in quality assurance, process improvement, data analytics, or workforce management
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Experience with Automated Call Distribution systems and associated applications (Cisco, Calabrio, CUIC or other workforce planning tools)
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Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred
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Bilingual (English/Spanish) preferred
LICENSES AND CERTIFICATIONS - REQUIRED
KNOWLEDGE, SKILLS, AND ABILITIES
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Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
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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
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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
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Demonstrates an ability to analyze data, using the data to drive decision-making and implement effective resolutions
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Excellent communication and interpersonal skills to collaborate across departments
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Ability to thrive in a fast-paced environment and handle multiple priorities effectively
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Strong analytical skills
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Proficiency in workforce management tools
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Excellent listening skills
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Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization
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Ability to plan, organize, prioritize, and complete work to meet established objectives
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Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines
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Must be able to influence positive change
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Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications
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Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions
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Able to work independently and in a team environment
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Ability to remain calm and patient in stressful situations
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Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)
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Strong research skills
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
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**
Company Profile:
Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.
Houston Methodist is an Equal Opportunity Employer.
