Workforce Analyst - Member Transportation Services - The Health Plan

Position: Workforce Analyst - Member Transportation Services - The Health Plan

Job ID: 162060

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

Founded in 1996, Texas Children’s Health Plan is the nation's first health maintenance organization (HMO) created just for children. We provide STAR/Medicaid and Children's Health Insurance Program (CHIP) to pregnant women, teens, children and adults in Houston and surrounding areas. Currently, the Health Plan has more than 375,000 members who receive care from our network of more than 1,100 primary care physicians, 3,200 specialists, and 70 hospitals. Texas Children's Health Plan is also the largest combined STAR/CHIP Managed Care Organization in the Harris County service area.   To join our community of 14,000 dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at  At Texas Children’s Hospital, diversity, equity, and inclusion are at the core of our values and mission for the women and children that we serve. We are committed to providing a diverse and inclusive work environment for all faculty, staff and learners throughout our organization. We believe that each member of our one amazing team provides enrichment that allows us to create a lasting legacy for future employees of this great organization.   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 Analyst- someone who works well in a fast-paced setting. In this position, you will be responsible for analyzing, developing, and executing strategies to service levels consistently within the operation resources. The WFM Analyst ensures staff and workload resources are planned for and adjusted to meet business performance metrics. This role effectively communicates 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

  • Ensures delivery of target service levels, financials, training requirements and performance metrics through optimization of resources and effective proactive schedule management
  • Extracts data to create performance reports from various databases, systems and tools
  • Analyzes data trends, identifies root cause(s) and provides feedback to business leadership team
  • Coordinates appropriate allocation and availability of call center staff in order to achieve operational goals; creates team and department performance dashboards and scorecards
  • Act as Workforce Management liaison with internal and external site operations, providing same-day and 7-day planning
  • Directs staffing alignment and resources to ensure minimal impact to the customers as a key member of the Disaster Recovery Team
  • Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction
  • Acts as an escalation point for internal and external customer issues, where required


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 required
  • 3 years workforce management experience in a call center environment required
  • A Bachelor’s degree may substitute for two years of the experience requirement

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