Contact Center WFM Intra-Day Analyst

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

The Intra-Day Analyst will be responsible for the daily management of contact center resources. The position will work on a team charged with monitoring call volume, service levels, and resource utilization and making Intra-Day adjustments to effectively balance the workload and the workforce across the network (internal and outsource partners) on a real-time basis ensuring the operations achieves its customer service level goals with the most efficient utilization of agent resources.

Job Description

Minimum Qualifications:

Education: Bachelor’s Degree in related discipline, preferred

Licenses/Certifications: (None)

Experience/Knowledge/Skills:

• Two (2) years workforce management/command center experience in a large multi-site call center environment

• Understanding of and experience working with call center workforce management and network routing technologies (i.e. eWFM, IEX, etc.)

• Proficient in Excel and/or Access

• Analytic mindset and the ability to analyze metrics and numeric-based statistics in an effort to identify performance trends and issues

• Effective oral and written communication skills

Principal Accountabilities

• Serves as a lead analyst within the Command Center function balancing workload and workforce resources to ensure service level standards and financial/productivity objectives are met or exceeded.

• Monitors Intra-Day forecasted workloads vs. actual volumes and resulting service levels on real-time basis.

• Determines and executes real-time staffing and/or call routing adjustments to resolve current and projected over- and under-staffing situations.

• Partners with other teammates to identify potential causal factors contributing to increased workload such as increased volume and/or Average Handle Time and helps to determine a plan of action.

• Serves as one point of contact for network related issues and escalations.

• Participates and/or leads the daily performance review meeting

• Participates in all forecasting and staff planning reviews.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• 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; serves as preceptor, mentor and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.