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

About Our Client:

The organization operates in the healthcare sector, providing coordinated and accountable care through a multi-specialty clinic network. With over 40 locations in Houston and more than 900 medical providers across 65 specialties, the program aims to improve quality, patient satisfaction, and cost efficiency in healthcare delivery.

About the Opportunity:

The Senior Contact Center Workforce Analyst supports the call center’s scheduling and operational management functions, including departments beyond the call center. This role is responsible for forecasting call volumes, determining staffing needs, tracking performance metrics, and managing staff schedules to ensure service levels. The position also involves mentoring workforce analysts and educating support teams on workforce management tools, contributing to the call center’s effective operation and performance.

Responsibilities:

• • Produce call volume forecasts and staffing requirements
• • Track and report critical performance information
• • Develop and maintain staff work schedules
• • Manage real-time schedule exceptions and skill assignments
• • Ensure call center service levels are met
• • Mentor and uptrain workforce analysts
• • Educate call center support teams on workforce management functions and tools
• • Build relationships with departments outside the call center

Requirements:

• • Bachelor’s degree or equivalent experience
• • Minimum 5 years of experience in contact center forecasting, workforce management systems, or contact center reporting systems
• • Proficient with Microsoft Office, PowerPoint, and Excel
• • Fluent in both verbal and written English
• • Preferred: Degree in Business, Operations Research, Statistics, or related field
• • Preferred: Experience with Calabrio WFM tool, Avaya systems, and Crystal reports
• • Preferred: Leadership support experience for contact center staff and supervisors
• • Preferred: Advanced Excel skills

Pay Range and Compensation Package:

• • Salary range from $72,800 to $130,000 annually based on full-time employment and factors such as location, education, work experience, and certifications
• • Additional benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) 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.