Contact Center WFM Intra-Day Analyst

🕒 August 25

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 28%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Memorial Hermann Health System

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

🏥 Healthcare

🧘 Wellness

💰 $5M Grant on 2022-08

Healthcare Insurance • Healthcare • Wellness

Memorial Hermann Health System is a comprehensive healthcare organization that provides a wide range of medical services, including cancer care, cardiovascular services, emergency and trauma care, women’s health, and surgical services. With the largest network of emergency centers in Greater Houston, it focuses on delivering advanced healthcare and wellness programs tailored to individual needs. Memorial Hermann is committed to advancing health equity and enhancing community health through its various medical facilities and services.

📋 Description

• Manage contact center resources daily • Monitor call volume, service levels, and resource utilization • Make intra-day adjustments to balance workload and workforce across internal and outsource partner networks • Serve as a lead analyst within the Command Center function • Monitor intra-day forecasted workloads versus actual volumes and resulting service levels in real time • Determine and execute real-time staffing and/or call-routing adjustments to resolve over- and under-staffing situations • Partner with teammates to identify causal factors contributing to increased workload and determine action plans • Serve as a point of contact for network-related issues and escalations • Participate in or lead daily performance review meetings • Participate in forecasting and staff planning reviews • Adhere to Memorial Hermann policies, procedures, standards, budgetary specifications, time management, supply management, productivity, and quality-of-service requirements • Support department-based goals and serve as a preceptor, mentor, and resource to less experienced staff • Ensure safe, compassionate, personalized, and efficient experiences for patients and colleagues • Perform other duties as assigned

🎯 Requirements

• Bachelor’s Degree in related discipline, preferred • 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 ability to analyze metrics and numeric-based statistics to identify performance trends and issues • Effective oral and written communication skills • Licenses/Certifications: None

🏖️ Benefits

• Professional growth and development opportunities • Mandatory/continuing education and skills competency support • Mentorship and preceptor opportunities