The purpose of this position is to support the call center’s scheduling, operational future, and real-time management functions. The Contact Center Workforce Analyst is responsible for developing and maintaining staff work schedules as well as managing real time schedule exception entry, skill assignments and call center service levels. Additionally, this position is responsible for producing call volume forecasts, workload, and staffing requirements as well as tracking and reporting critical performance information. This position requires the ability to perform high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately, and to achieve performance goals consistently. The individual in this role will need to have a strong dedication to detail and the ability to adjust quickly to a changing environment to be successful.
Job Title: Contact Center Workforce Analyst
Clinic Location: Pearland Administrative Office
Job Type: Full Time
Salary Range: $57,949 – $71,594 (Pay is based on several factors including but not limited to education, work experience, certifications, etc.)
Required: Associates’ degree in Business Administration, Finance, Healthcare, or related field; or 1 to 1 substitute years of equivalent analyst experience in lieu of a degree.
Preferred: Bachelor’s degree in Business Administration, Finance, Healthcare, or related field.
Required: 1 year of experience as a Real Time Coordinator in Kelsey Seybold Contact Center; or
2 years of experience working in a Business Analyst or related role.
Preferred: 2+ years of experience in a Business Analyst or Contact Center Analyst role.
Hands on operating experience with a Workforce Management System.
Required: Strong analytical skills: ability to determine and direct actions needed based on data available.
Strong organizational and time management skills.
Proven ability to work in a fast-paced changing environment.
High-level of accuracy with excellent attention to detail.
Strong interpersonal communication skills.
Ability to communicate complex information in a clear and concise manner, verbally or in writing.
Ability to work with staff at various levels with various focus areas (e.g., technical, and operational).
Excellent communication skills are important to working with all levels of staff leadership to achieve goals.
Required: Experience using Microsoft Office Suite.
Preferred: Demonstrated knowledge of Workforce Management Software.
Required: Fluent in both verbal and written English.
Preferred: Conversational Spanish
Working Environment: (Clinic or Office)
Start your career journey and become a part of a community of renowned Healthcare professionals. Kelsey-Seybold Clinic is Houston’s fastest growing, multispecialty organization with more than 40 premier locations and over 65 specialties. Our clinics are comprised of more than 600 physicians and as we continue to grow, our focus is providing quality patient care by adding to our team of clinical and non-clinical professionals that work together in a convenient, coordinated, and collaborative manner. Enjoy the rewards of a successful career while maintaining a work/life balance by joining our team today and changing the way health cares.
Why Kelsey-Seybold Clinic?
- Medical, Vision, and Dental
- Tuition Reimbursement
- Company Matching 401K
- Employee Reward and Recognition Program
- Paid time off for vacation, sick, and holidays
- Employee Assistance Program
- Continuing Medical Education allowance