Houston Methodist · 1 day ago
Access Center Workforce Management Analyst
Houston, TX
Full-time
Onsite
Mid Level
3+ years expHouston Methodist is a leading healthcare organization seeking an Access Center Workforce Management Analyst. This role is responsible for providing real-time reporting and support for contact center operations, monitoring call volume trends, agent performance, and schedule adherence to ensure optimal resource allocation and service level achievement.
Health CareMedical
Responsibilities
Provides real-time intraday reporting and support for contact center operations
Monitors call volume trends, agent performance, and schedule adherence to ensure optimal resource allocation and service level achievement
Analyzes and interprets data to deliver actionable insights to enhance operational efficiency
Performs intraday adjustments, creating and maintaining performance dashboards, and communicating updates to stakeholders
Promotes a positive work environment and contributes to a dynamic team-focused work unit that actively helps one another to achieve optimal departmental and organizational results
Communicates with supervisors regarding staffing and productivity needs
Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture
Analyzes real-time data and trends to identify patterns, improvement areas, and opportunities for proactive solutions
Monitors and tracks requests related to intraday schedule adjustments and schedule adherence
Monitors real-time service levels and response times and acts quickly to address poor performance
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences
Produces and reviews daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance
Ensures accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence
Administers real-time workforce management processes
Provides insights and staffing recommendations to System Access Leadership on improving workforce efficiency and resource allocation
Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues
Utilizes resources effectively and efficiently, demonstrating responsible financial stewardship. Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members
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
Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner
Qualification
Required
Bachelor's degree in business administration, mathematics, statistics, or related field; or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree
Three years of experience in a call center operation to include two years in quality assurance, process improvement, data analytics, or workforce management
Experience with Automated Call Distribution systems and associated applications (Cisco, Calabrio, CUIC or other workforce planning tools)
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
Preferred
Previous blended (voice, email, and chat) Contact Center quality quantification experience
Bilingual (English/Spanish)
Company
Houston Methodist
Houston Methodist is one of the nation’s leading health systems and academic medical centers.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Brooke Graham
CEO Project Director
David P. Bernard
Chief Executive Officer & Senior Vice President
Recent News
2025-12-07
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