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Job Information

Texas Health Resources Program Manager, Contact Center Resource Planning and Analysis in Arlington, Texas

Education

H.S. Diploma or Equivalent Req And

Bachelor's Degree Business Administration or relevant field. Pref

Experience

5 Years Experience in WFM, preferably in a Contact Center environment. Req and

3 Years Experience leading a WFM team. Pref and

3 Years Experience with a WFM system such as Nice/IEX, Verint and/or eWFM. Pref

Skills

Excellent verbal and written communications skills in English.

Ability to present and communicate with different levels of business partners.

Strong data analysis, reports creation and understanding of databases.

Project management skills.

Validated ability to effectively organize, prioritize and handle multiple assignments at a time and meet deliverables under tight deadlines.

Work cohesively within a team.

Results oriented, highly motivated self-starter with the ability to work independently with minimal supervision.

Complete understanding of Workforce Management process flow including forecasting, capacity planning and scheduling.

Experience with call flows and contact center technologies and strategies.

Intermediate to advanced Microsoft Excel skills.

Provides business recommendations within the consolidated contact center and across our business partners work groups based on ability to think critically and analyze scenarios to drive business efficiencies and results.

Supervision

Individual Contributor

Budget Responsibility

Other None Accountable for staffing budgets.

ADA Requirements

Extreme Heat 1-33%

Working Indoors 67% or more

Physical Demands

Sedentary

Qualifications

WORKFORCE MANAGEMENT

Provides direction and strategic planning to forecast Consolidated Contact Center volumes both short-time and long-range capacity planning; aligning schedules to achieve business goals while optimizing productivity measures such as agent adherence.

Monitoring Contact Center queues and identifying changes in volume, while making necessary real-time skilling changes for agents in order to ensure all queue goals are met.

Contact Center reporting ?�� developing operational performance reports at the enterprise, site, and team levels.

Serve as the primary point of contact for phone and system related issues, working with the respective telecom and IT groups related to the IVR, dialer, CMS, Avaya, RTA, WFM, and all other Contact Center impacting issues.

60%

TEAM MANAGEMENT

Oversees analysis to forecast call volumes and generate and maintain schedules that meet customer demand utilizing Nice/IEX and/or Verint tools while adhering to defined timelines, processes and achieving operational metric.

20%

TECHNOLOGY & VENDOR MANAGEMENT

Guides organization on best-in-class technology, processes and tools associated with bench-marking other companies and vendors. Maintains vendor relationships and seeks out additional partners amongst industry and business leaders. Stays abreast of the competitive landscape, consumer data for their areas of expertise. Provides input and resources in driving major process improvement initiatives for the Consolidated Contact Center.

10%

PROCESS IMPROVEMENT

Develops and implements changes that improve overall organizational and operational processes that create productivity and efficiency gains, simplifying the business. Is a participative member of organizational leadership, focused on the associates and overall goals of the business.

10%

Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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