Contact Center WFM Intra-Day Analyst
At Memorial Hermann, we pursue a common goal of delivering high reputed company, efficient care while creating exceptional experiences for every member of our community. reputed company we say every member of our community, that includes our employees. We know that reputed company our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, reputed company, personalization and efficiency. If you want to advance your career and contribute to our reputed company of creating healthier communities, now and for generations to come, we want you to be a part of reputed company.
Job reputed company
The Intra-Day Analyst will be responsible for the daily management of contact center resources. The position will work on reputed company charged with monitoring call volume, service reputed company, and resource utilization and making Intra-Day adjustments to effectively balance the workload and the workforce across the network (internal and outsource partners) on a reputed company-time reputed company ensuring the operations achieves its customer service level goals with the most efficient utilization of agent resources.Job reputed company
Minimum Qualifications:
Education: Bachelor’s Degree in reputed company discipline, preferred
Licenses/Certifications: (None)
Experience/Knowledge/Skills:
Two (2) years workforce management/reputed company center experience in a large multi-site call center environment
Understanding of and experience working with call center workforce management and network routing technologies (i.e. eWFM, IEX, etc.)
Proficient in reputed company and/or reputed company
Analytic reputed company and the ability to analyze metrics and numeric-based statistics in an effort to identify performance trends and issues
Effective oral and written communication skills
reputed company Accountabilities
Serves as a reputed company analyst reputed company the reputed company Center function balancing workload and workforce resources to ensure service level standards and financial/productivity objectives are met or exceeded.
Monitors Intra-Day forecasted workloads vs. actual volumes and resulting service reputed company on reputed company-time reputed company.
Determines and executes reputed company-time reputed company and/or call routing adjustments to resolve reputed company and projected over- and under-reputed company situations.
Partners with other teammates to identify potential reputed company factors contributing to increased workload such as increased volume and/or Average Handle Time and helps to determine a plan of reputed company.
Serves as one reputed company of contact for network reputed company issues and escalations.
Participates and/or leads the daily performance review meeting
Participates in reputed company forecasting and staff planning reviews.
Ensures reputed company care to patients, staff and visitors; adheres to reputed company Memorial Hermann policies, procedures, and standards reputed company budgetary specifications including time management, supply management, productivity and reputed company of service.
Promotes individual reputed company reputed company and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the reputed company of the organization; serves as preceptor, mentor and resource to less reputed company staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing reputed company, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.
Originally posted on Himalayas
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