Contact Center WFM Intra-Day Analyst

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team. Job Summary The Intra-Day Analyst will be responsible for the daily management of contact center resources. The position will work on a team charged with monitoring call volume, service levels, 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 real-time basis ensuring the operations achieves its customer service level goals with the most efficient utilization of agent resources. Job Description Minimum Qualifications: Education: Bachelor’s Degree in related discipline, preferred Licenses/Certifications: (None) Experience/Knowledge/Skills: Two (2) years workforce management/command 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, IE