Contact Center Planning Analyst

Texas Health Resources Arlington , TX 76004

Posted 2 weeks ago

Contact Center Planning Analyst

Texas Health Resources seeks to hire a Contact Center Planning Analyst to work full time in their Contact Center.

The address is 500 East Border Street, Arlington, TX 76010.

Salary range is Min: $24.49/hour to Max: $39.50/hour, based on relevant experience.

Work Schedule:

  • Full Time, 40 hours/week;

  • Monday

  • Friday; 8:00am

  • 5:00pm.

Job Description:

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.

Essential Functions:

Forecasting & Capacity Planning:

  • 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

Scheduling & Real-Time:

  • 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

General:

  • 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

Why Texas Health Resources?

Texas Health Resources is one of the largest faith-based, nonprofit health care delivery systems in the United States and the largest in North Texas in terms of patients served.

Texas Health has 25 acute-care and short-stay hospitals that are owned, operated, joint-ventured or affiliated with the system. It has more than 3,800 licensed beds, more than 21,100 employees of fully-owned/operated facilities plus 1,400 employees of consolidated joint ventures and counts more than 5,500 physicians with active staff privileges at its hospitals.

At Texas Health, we strive to create an atmosphere of respect, integrity, compassion and excellence for all who come in contact with us, be they patients or our employees. We are committed to diversity in our workforce, and our mission to serve spreads across ethnic, cultural, economic and generational boundaries. We invite you to join us in furthering your career through our accomplishments and philosophy of excellence.

Texas Health Highlights:

  • 2019 FORTUNE Magazine's "100 Best Companies to Work For" (5th year in a row)
  • 2018 Becker's Healthcare "150 Great Places to Work in Healthcare" (4th year in a row)
  • Employees' Choice "Best Places to Work" by Glassdoor (2018 and 2019)

Qualifications

Qualifications

The ideal candidate will possess the following qualifications:

  • Associate's Degree in Business Administration, Data Analytics, Statistics, or related field of study required or 2 additional years of experience in lieu of a degree

  • 2 years combination of experience in forecasting and capacity planning for multiple lines of business and channels experience, scheduling and real-time management required

  • 2 years experience with WFM software (NICE IEX & NPM) highly preferred

  • 2 years experience with contact center call prioritization, skill-based routing, and Avaya CMS Supervisor or other similar telephony applications preferred

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

  • Lean six sigma certification/experience preferred

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.

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Contact Center Planning Analyst

Texas Health Resources