Access Center Workforce Management Analyst - Central Scheduling (Katy)

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.

Requirements:

Qualifications:

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations

• 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

• 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

• Demonstrates an ability to analyze data, using the data to drive decision-making and implement effective resolutions

• Excellent communication and interpersonal skills to collaborate across departments

• Ability to thrive in a fast-paced environment and handle multiple priorities effectively

• Strong analytical skills

• Proficiency in workforce management tools

• Excellent listening skills

• Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization

• Ability to plan, organize, prioritize, and complete work to meet established objectives

• Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines

• Must be able to influence positive change

• Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications

• Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions

• Able to work independently and in a team environment

• Ability to remain calm and patient in stressful situations

• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)

• Strong research skills

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

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.