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Texas Health Resources Workforce Management Analyst - Contact Center in Arlington, Texas

Workforce Management Analyst

We’re looking for qualified Contact Center Planning Analyst like you to join our Texas Health family.

Position Highlights

  • Work location: Remote – Must be local or willing to relocate to the DFW area to travel to the corporate office in Arlington, Texas for onsite meetings.

  • Work environment: Contact Center

  • Work hours: Full Time, Monday – Friday, Day Shift

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.

We are one of the largest faith-based, nonprofit health systems in the United States with a team of more than 23,000 employees of wholly owned/operated facilities plus 2,200 employees of consolidated joint ventures in the greater Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding.

Join our award-winning Texas Health family and become a part of a team that is improving the health of our communities daily. You belong here.

Qualifications

Education

  • Associate’s Degree in Business Administration, Data Analytics, Statistics, or related field of study (REQUIRED)

Or

  • 2 years of call center experience in lieu of a degree (REQUIRED)

Experience

  • 2 Years of combination of experience in forecasting and capacity planning for multiple lines of business and channels experience, scheduling and real-time management (REQUIRED).

  • Experience with using MS Excel that includes updating/creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables (HIGHLY PREFERRED).

  • Experience WFM software, such as NICE IEX and NPM (PREFERRED) .

  • Experience with contact center call prioritization, skill-based routing, and Avaya CMS Supervisor or other similar telephony applications (PREFERRED).

  • Experience in using critical thinking skills, analyzing and manipulating data sets, and applying problem solving skills with a strong attention to detail. (PREFERRED)

Position Responsibilities - The Contact Center Planning Analyst is part of the Workforce Management (WFM) Team for Texas Health Resources. The position is responsible for providing a great customer and employee experience by effectively optimizing resources to achieve business objectives. The key functional responsibility includes forecasting, capacity planning, creation of optimized schedules, and real-time (intra-day) management to support multiple lines of business and channels in the Texas Health System Contact Center

  • Produce contact center short- and long-term demand forecasts for multiple lines of business and channels.

  • Establish key contacts and sources to collect and maintain model inputs such as volumes, initiatives, average handle time, shrinkage, attrition, headcount etc.

  • Drive forecasting and model improvements to maximize statistical confidence and operational accuracy.

  • Produce capacity planning with staffing and hiring recommendations to meet growth plans and SLAs.

  • Participate in the budget planning process.

  • Serve as an advocate for continuous improvement and participate in process improvement initiatives.

  • Ad hoc duties as assigned

  • Provide scheduling analyses and recommendations to optimize resource utilization to meet SLAs.

  • Ensure agent schedules are built and generated on a timely basis.

  • Facilitate time off request process, off line activities, meetings, shift changes, new hire schedules, and department shift bid process.

  • Reassign agents for optimization of staffing and SLA management across multiple lines of businesses and channels.

  • Monitor and validate call prioritization and agent skill assignments.

  • Collaborate with operations on real-time monitoring and schedule adherence to maximize customer SLAs for back office and call groups.

  • Responsible for root cause analysis, staffing updates, and daily/intra-day performance reports to leadership.

  • Ensure data integrity within WFM system and inputs to models.

  • Collaborate and follow up with IT on open help desk tickets and drive to desired resolution

  • The WFM Analyst will work with other WFM team members to balance workload to ensure all deliverables are met.

  • Establish and maintain communication channels with contact center leaders.

  • Provide timely and transparent intel that supports the business in making informed decisions.

  • Serve as a SME and partner with Operations to fully leverage capabilities of WFM processes and tools.

  • Facilitate strategic sessions with Operations to review forecast considerations, capacity plans, and staffing/hiring recommendations.

  • Establish tactical sessions with Operations to provide a recap of prior period’s performance, trends, projection of upcoming period’s SLAs, and staffing adjustment recommendations.

  • Provide various WFM presentations such as new hire presentations and business reviews

Skills

  • Proven track record of relationship management using interaction skills to foster positive working relationships.

  • Excellent organizational, interpersonal, and written and verbal communications skills.

  • Ability to use critical thinking skills, analyze and manipulate data sets, and apply problem solving skills with a strong attention to detail.

  • Ability to partner collaboratively with key stakeholders.

  • Ability to influence peers, colleagues, and internal customers.

  • Ability to handle multiple complex tasks simultaneously.

  • Demonstrated ability to take initiative and prioritize daily responsibilities.

  • Ability to work in a team-oriented environment focused on cross training and sharing workload responsibilities.

  • Proficiency in Microsoft products, specifically Excel, Word, PowerPoint and Access.

  • Experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables highly preferred.

Why Texas Health: As a Texas Health employee you’ll enjoy top-notch benefits including 401(k) with match, paid time off, competitive health insurance choices, healthcare and dependent care spending account options, wellness programs to keep you and your family healthy, tuition reimbursement, a student loan repayment program and more.

At Texas Health, our people make this a great place to work every day. Our inclusive, supportive, people-first, excellence-driven culture make Texas Health a great place to work.

Here are a few of our recent awards:

  • 2021 FORTUNE Magazine’s “100 Best Companies to Work For®” (7th year in a row)

  • Becker's Healthcare "150 Great Places to Work in Healthcare" (4 years running)

  • “America’s Best Employers for Diversity” list by Forbes

  • A “100 Best Workplaces for Millennials" by Fortune and Great Place to Work®

Explore our Texas Health careers site for info like Benefits , Job Listings by Category , recent Awards we’ve won and more.

Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org

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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