• About Our Client: The organization operates a multi-specialty health care clinic with over 40 locations throughout Houston. It provides coordinated and accountable care through a network of more than 900 medical providers across 65 medical specialties. The organization focuses on delivering higher quality care, improving patient satisfaction, and reducing overall costs within the health care system.

• About the Opportunity:

The Senior Contact Center Workforce Analyst supports the call center’s scheduling, operational planning, and real-time management. This role is responsible for forecasting call volumes, determining staffing needs, and reporting on key performance metrics. It also involves developing staff schedules, managing schedule exceptions, assigning skills, and maintaining service levels. Additionally, the position mentors workforce analysts and educates support teams on workforce management tools. The role requires initiative, attention to detail, adaptability, and the ability to collaborate with departments beyond the call center to consistently meet performance goals.

• Responsibilities:
• Produce call volume forecasts and staffing requirements
• Track and report critical performance information
• Develop and maintain staff work schedules
• Manage real-time schedule exception entries
• Assign skills and monitor call center service levels
• Mentor and upskill workforce analysts
• Educate call center support teams on workforce management functions and tools
• Build relationships with departments outside of the call center
• Requirements:
• Bachelor’s degree or equivalent experience
• 5+ years of experience in contact center forecasting, workforce management systems, or contact center reporting systems
• Proficiency with Microsoft Office, PowerPoint, and Excel
• Fluent in verbal and written English

Preferred Qualifications

• Degree in Business, Operations Research, Statistics, or related field
• Experience with Calabrio workforce management tool
• Experience with Avaya systems
• Crystal report experience
• Leadership support experience with contact center staff and first-level supervisors
• Advanced Excel skills
• Compliance with the organization’s telecommuting policy is required for remote employees.
• Pay Range and Compensation Package:
• The salary range for this role is $72,800 to $130,000 annually based on full-time employment.
• Pay is influenced by factors such as local labor markets, education, experience, and certifications.
• Additional benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contributions, subject to eligibility.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.