Houston Methodist
Sr Access Center Workforce Management Analyst-Central Scheduling (Katy)
Houston Methodist, Houston, Texas, United States, 77246
At Houston Methodist, the Senior Access Center Workforce Management Analyst position is responsible for analyzing staffing needs, optimizing scheduling, administering skilling strategies, and overseeing intraday processes to support business goals. This position identifies trends and provides data-driven recommendations to enhance operational performance and efficiency. Additional responsibilities include delivering detailed reports and strategic presentations to senior management.
PEOPLE ESSENTIAL FUNCTIONS 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. Acts as a liaison between the Workforce Management team and System Access Leadership, aligning real-time operations with overall business objectives. Communicates with System Access Leadership to address staffing needs, anticipated volume changes, and unexpected events impacting workforce capacity. Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.
SERVICE ESSENTIAL FUNCTIONS 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. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.
QUALITY/SAFETY ESSENTIAL FUNCTIONS Produces and reviews daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance. Develops and delivers detailed reports and strategic presentations to senior management. Ensures accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence. Oversees 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.
FINANCE ESSENTIAL FUNCTIONS 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.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
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.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. EDUCATION 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
WORK EXPERIENCE Five years of experience in a call center operation to include three years in a workforce management analyst role Experience with Automated Call Distribution systems and associated applications (Cisco, Calabrio, CUIC or other workforce planning tools) Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred Bilingual (English/Spanish) preferred
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PEOPLE ESSENTIAL FUNCTIONS 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. Acts as a liaison between the Workforce Management team and System Access Leadership, aligning real-time operations with overall business objectives. Communicates with System Access Leadership to address staffing needs, anticipated volume changes, and unexpected events impacting workforce capacity. Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.
SERVICE ESSENTIAL FUNCTIONS 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. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.
QUALITY/SAFETY ESSENTIAL FUNCTIONS Produces and reviews daily/weekly/monthly forecasting reports, using data insights to recommend and implement changes that improve team performance. Develops and delivers detailed reports and strategic presentations to senior management. Ensures accurate reporting of key performance metrics such as staffing levels, call volumes, occupancy, and schedule adherence. Oversees 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.
FINANCE ESSENTIAL FUNCTIONS 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.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
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.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. EDUCATION 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
WORK EXPERIENCE Five years of experience in a call center operation to include three years in a workforce management analyst role Experience with Automated Call Distribution systems and associated applications (Cisco, Calabrio, CUIC or other workforce planning tools) Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred Bilingual (English/Spanish) preferred
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