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Title:  Call Center Workforce Management Specialist

Division:  Patient Business Services
Schedule:  Monday - Friday, 8:00 am - 5:00 pm
Work Location:  Houston, TX
Salary Range:  $41,601 - $57,410
FLSA Status:  Nonexempt
Requisition ID:  9392

Summary

The Call Center Workforce Management Specialist will be responsible for maintaining schedules of 130+ employees and communicating changes to agents and leaders, as well as assisting leaders with intraday staffing plans and needs. This position will drive how calls flow, when the call, is answered and by whom.

Job Duties

  • Responsible for daily tracking of staff and staff productivity.
  • Forecasts and creates daily schedules to ensure staffing is aligned with call volumes to meet college goal. Must be done a month in advance.
  • Constantly monitors all dashboards and communicates to stakeholders regarding metric statuses.
  • Must be able to resolve staffing needs and gaps on all skills sets.
  • Communicates with clinical staff, vendors and department colleagues.
  • Identifies and helps resolve technical issues.
  • Participates in the testing of all agents' skill sets and serves as back up to analyze when additional equipment (headsets) is needed for all users, central and non- central.

Minimum Qualifications

  • High school diploma or GED. 
  • Three years of relevant experience.

Preferred Qualifications

  • Previous knowledge of workforce and call center operations and technology.
  • Understands how to utilize Ring Central Nice in Contact tele-communications platform. 
  • Must have strong communication skills, both written and verbal.

 

 

 

 

Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.

 9392

CA