WFM/WFO Analyst Contact Center - Customer Care Contact Center

Position: WFM/WFO Analyst Contact Center - Customer Care Contact Center

Job ID: 157822

Location: US-TX-Houston


Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8a -5p Monday - Friday

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.   Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston. We have also created the nation’s first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.   To join our community of 14,000+ dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at   Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.  


We are searching for a Workforce Management/Workforce Optimization-someone who works well in a fast-paced setting. In this position, you’ll be responsible for analyzing, developing and executing strategies to service levels consistently within the operation resources. In this position, you will ensure staff and workload resources are planned for and adjusted to meet business performance metrics. Lastly, you will effectively communicate with all levels of the organization regarding impacts to volume, staffing, service levels and productivity.


Think you’ve got what it takes?

Responsibilities :

Job Duties & Responsibilities

  • Analyze data trends, identifies root cause(s) and provides feedback to business leadership team
  • Conduct real time monitoring of inbound contact volumes and agent productivity
  • Communicate call-center trends / agent activity to management
  • Provide administrative support to the Call Center and Call Center Management Staff
  • Ensures delivery of target service levels, financials, training requirements and performance metrics through optimization of resources and effective proactive schedule management
  • Proactively react to service delivery issues using call allocation and routing changes and or staffing changes
  • Manages communication strategy for regular call center results provided to the executive leadership team
  • Fully participates in the department and company goal of delivering first class customer service
  • Acts as an escalation point for internal and external customer issues, where required
  • Contributes to continuous process improvement of customer service across the site



Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s, unless approved for a medical or religious exemption

Skills & Requirements

  • High School Diploma or GED
  • Three (3) years of workforce management experience in a call center environment (A Bachelor’s degree may substitute for two years of the experience requirement)
  • Must have strong analytical, statistical and critical thinking skills for problem solving.
  • Excellent communication skills and strong interpersonal skills
  • Ability to demonstrate strong work ethic and flexibility to work under tight deadlines
  • Ability to work both independently and within a collaborative team oriented environment

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