Contact Center Staffing Analyst- Remote

This full-time, remote position supports all of Texas. You must reside in the state of Texas and be available for occasional onsite training or meetings.

About the organization

Texas Oncology is the largest community oncology provider in the country, with approximately 530 providers across 280+ sites in Texas. As part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based cancer care close to home, treating half of all Texans diagnosed with cancer annually. The US Oncology Network is one of the nation’s largest networks of community-based oncology physicians, supported by McKesson Corporation.

Responsibilities

• Actively monitor intra-day queue activity for agent availability, contact load, and agent skill balance.
• Coordinate with contact center business leaders to adjust staff work and other assignments as necessary.
• Generate routine contact center performance reports; provide contextual information and analysis in support of quantitative results.
• Utilize enterprise workforce management software tools to create work schedules for assigned work groups.
• Enter real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, etc.).
• Coordinate with other departments to manage and ensure required non-phone activities are properly prioritized within acceptable time frames.
• Identify changes in contact volume and reallocate resources when workload requires; recommend real-time changes and identify efficiency opportunities.
• Assist with entering agents into workforce management system for onboarding and offboarding.
• Add or remove skills as needed in some circumstances.
• Support and adhere to the US Oncology Compliance Program, including the Code of Ethics and Business Standards.

Requirements

• Bachelor’s degree in a related field (Master’s degree preferred).
• Four years of overall work experience in a call center workforce management environment.

Skills

• Previous experience with forecasting, scheduling, real-time adherence, and intra-day queue management in a contact center, utilizing enterprise workforce management software (e.g., Aspect, Verint, NiCE, Pipkins, Calabrio).
• Familiarity with ACD and/or CRM systems such as Cisco, Avaya, SAP, Salesforce, etc.
• Intermediate to advanced MS Excel skills.
• Experience with office software, such as MS Outlook, MS Word, MS Teams, or Skype.
• Strong verbal and written communication skills.
• Solid understanding of contact center metrics (service level, handle time, contact volume, force-to-load, etc.) and their dynamics.
• Ability to translate complex mathematical concepts of contact center operations into understandable, actionable business plans at all levels.
• Very strong attention to detail.
• Ability to work in a fast-paced, team-oriented environment.

Benefits

• Medical, dental, and vision insurance.
• Life insurance, short-term and long-term disability coverage.
• 401(k) plan with company match.
• Wellness program with step-tracking rewards.
• Tuition reimbursement.
• Employee Assistance Program.
• Discounts on select retailers.

Physical demands

• Work may require sitting for long periods of time; stooping, bending, and stretching for files and supplies.
• Occasional lifting of files or paper weighing up to 30 pounds.
• Manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment.
• Vision correctable to 20/20 and hearing within normal range for telephone contacts.
• Ability to view and type on computer screens for prolonged periods.

Work environment

• Work is performed in an office environment.
• Involves frequent interaction with staff, patients, and the public.
• Reasonable accommodations will be offered to enable individuals with disabilities to perform essential functions.