Senior Contact Center Workforce Analyst - Kelsey Seybold Clinic - Patient Access Center - Remote

Employer Industry: Healthcare Services

Why Consider This Job Opportunity

• Salary up to $130,000 annually
• Comprehensive benefits package, including equity stock purchase and 401k contribution
• Opportunity for career advancement and growth within the organization
• Work remotely from anywhere within the U.S.
• Rewarding and challenging work environment with clear direction for success
• Recognition and performance incentives to motivate employees

Responsibilities

• Produce call volume forecasts and staffing requirements for the call center
• Track and report critical performance information to ensure service levels are met
• Develop and maintain staff work schedules and manage real-time schedule exceptions
• Mentor and train workforce analysts while educating support teams on WFM tools
• Build relationships with departments outside of the call center to enhance operations

Requirements

• Bachelor's degree or equivalent experience
• 5+ years of experience with forecasting in a contact center environment or related experience
• Proficiency in Microsoft Office, particularly PowerPoint and Excel
• Fluent in both verbal and written English
• Strong attention to detail and ability to adapt to changing environments

Preferred Qualifications

• College degree in Business, Operations Research, Statistics, or a related area
• Experience with Calabrio WFM tool and Avaya systems
• Crystal report experience
• Experience providing leadership support to contact center staff and supervisors
• Advanced skills in Excel

Pay

Up to $130,000 annually

Benefits

• Comprehensive benefits package
• Equity stock purchase
• 401k contribution
• Recognition and performance incentives

Schedule

Remote work from anywhere within the U.S.