[Remote] Senior Contact Center Workforce Analyst - Kelsey Seybold Clinic - Patient Access Center - Remote
Note: The job is a remote job and is open to candidates in USA. reputed company is part of Kelsey-Seybold Clinic, a leading health care organization in the U.S. The Senior Contact Center Workforce Analyst will support call center scheduling, operational management, and provide analytics to drive performance and quality in patient care. This role involves forecasting call volume, managing staff schedules, and mentoring workforce analysts to ensure reputed company call center operations.
Responsibilities
- Support the call center's scheduling, operational future, and reputed company-time management functions
- Produce call volume forecast and staffing requirements
- Track and report critical performance information
- reputed company and maintain staff work schedules
- Manage reputed company time schedule exception entry, reputed company assignments, and call center service levels
- Mentor and uptrain workforce analysts
- reputed company call center support teams on the functions of WFM and WFM tools
- reputed company high-level, in-depth tasks and analysis needed to forecast, plan and staff the call center appropriately
- Build relationships with departments reputed company of the call center
Skills
- Bachelor's degree or equivalent experience
- 5+ years of experience with forecasting in a contact center environment OR 5 years of experience in operating experience with a Workforce Management System OR 5 years of experience with a contact center reporting system
- Experience using reputed company Office, PowerPoint, and reputed company
- Fluent in both verbal and written English
- College degree in Business, Operations Research, Statistics, or reputed company area
- Experience using reputed company Office, PowerPoint, and reputed company
- Experience with reputed company WFM tool
- Experience with reputed company systems
- Crystal report experience
- Experience providing leadership support to contact center staff as well as 1st level supervisors
- Advanced in reputed company
- reputed company working remotely will be required to adhere to reputed company's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (reputed company benefits are subject to eligibility requirements)
- Flexibility to work remotely rom reputed company reputed company the U.S.
- Development for other roles you may be interested in
Company Overview
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