Workforce Management Analyst / Contact Center - UT Health East Texas Market

Join our team as a day shift, full-time, Central Scheduling Contact Center Analyst in Tyler, TX. 

Fulfilling your purpose begins here:  

People First, Always. Here’s how we take care of our people:  

• Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more. 

Your team is bigger than your department: 

• UT Health Tyler, the flagship hospital of the system, has 502 licensed beds specializing in advanced acute care medicine. Our hospital includes a 24-hour ER with Level 1 trauma center, a comprehensive stroke center, more than 500 physicians and a full complement of subspecialty groups.
• We believe healthcare is a team sport and every player has something to contribute to. We show compassion, celebrate differences and treat one another with respect. 

• The Contact Center Analyst analyzes data to make forecasting, scheduling, and skill grouping decision to achieve call handling service level objectives.
• Creates and manages reporting, attendance tracking, performance trending, and general analysis of contact center data to enable Call Center Operations to achieve performance goals.
• Act as a data-driven change agent to reveal trends and solutions to optimize performance.
• Communicates and partners cross-functionally intra-day to ensure availability of Schedulers to meet the demands of our patients and providers.
• Coordinates special projects and programs as needed.

Job Requirements: 

• Associate degree or 2 years of experience in lieu of required education on a year-for-year basis

Preferred Job Requirements:  

• Associate degree with 2 years of experience.

• IEX TotalView/ Avaya Contact Center Management/Five 9’s (or similar Workforce Management software) experience