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Call Center Planning Analyst

_Fast-paced, high-volume Call Center looking for a top skilled Analyst_

**Work location:** This position is a remote position; however, onsite training may be required, along with occasional travel to the Arlington headquarters

**Work environment:** Texas Health Connect Consumer Support

**Work hours:** Full-time, 40 hours weekly; Monday thru Friday, (7:30am – 5:30pm)

Department Highlights:

• Supportive and Collaborative Culture

• Onboarding and Role-Specific Training

• Opportunities for Advancement

Here’s What You Need:

• High School Diploma or equivalent (REQUIRED)

• Associate Degree in Business Administration, Data Analytics or Related Field of Study **OR** 2 years of Call Center Experience in lieu of Degree (REQUIRED)

• Two years of combination of experience in forecasting and capacity planning for multiple lines of business and channels experience, scheduling and real-time management (REQUIRED)

• Experience with WFM Software (NICE, IEX & NPM) (PREFERRED)

• Experience with contact center call prioritization, skill-based routing, and Avaya CMS Supervisor or other similar telephony applications (PREFERRED)

What You Will Do:

• 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

• 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

• 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

Additional perks of being a Texas Health employee:

• Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, Student Loan Repayment Program as well as several other benefits.

• Delivery of high quality of patient care through nursing education, nursing research and innovations in nursing practice.

• Strong Unit Based Council (UBC).

• A supportive, team environment with outstanding opportunities for growth.

Entity Highlights:

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve.” We are one of the largest faith-based, nonprofit health systems in the United States with a team of more than 23,000 employees of wholly owned/operated facilities plus 2.200 employees of consolidated joint ventures in the greater Dallas/Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding.

Explore our Texas Health careers site (https://jobs.texashealth.org/) for info like Benefits (https://jobs.texashealth.org/benefits) , Job Listings by Category (https://jobs.texashealth.org/professions) , recent Awards (https://jobs.texashealth.org/awards) we’ve won and more.

**_Do you still have questions or concerns?_** Feel free to email your questions to [email protected] .

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Texas Health requires a resume when an application is submitted.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.