Real-Time Contact Center WFM Analyst

Memorial Hermann Health System; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Memorial Hermann Health System is seeking an Intra-Day Analyst to manage real-time call center staffing and resource allocation across the network, including internal and outsourced partners. You will monitor call volumes, service levels, and routing decisions to balance workload while ensuring patient and staff safety, quality of service, and cost efficiency.

A strong analytics mindset and proficiency in Excel/Access are essential.

Qualifications

• Two years workforce management/command center experience in a large multi-site call center
• Experience with call center workforce management and network routing technologies (i.e. eWFM, IEX)
• Proficient in Excel and/or Access
• Analytic mindset and the ability to analyze metrics and numeric-based statistics
• Effective oral and written communication skills

Responsibilities

• Balances workload and workforce resources to ensure service level standards and productivity objectives are met or exceeded
• Monitors Intra-Day forecasted workloads vs. actual volumes and service levels in real time
• Determines and executes real-time staffing and routing adjustments to resolve over- and under-staffing situations
• Identifies causal factors contributing to increased workload and develops action plans
• Serves as a point of contact for network-related issues and escalations
• Participates in daily performance reviews and forecasting/staffing reviews
• Ensures safety and adherence to policies within budgetary constraints
• Supports professional growth and mentoring within the team

Skills

Workforce management

Analytical mindset

Excel

Access

Communication

Education

Bachelor's degree

Tools

eWFM

IEX

Job description

Memorial Hermann Health System is seeking an Intra-Day Analyst to manage real-time call center staffing and resource allocation across the network, including internal and outsourced partners. You will monitor call volumes, service levels, and routing decisions to balance workload while ensuring patient and staff safety, quality of service, and cost efficiency.

A strong analytics mindset and proficiency in Excel/Access are essential.