Summary

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

The ideal candidate must have strong communication, forecasting and critical thinking skills.  Must be able to work in a fast-paced environment and take appropriate action. Understanding how to utilize Ring Central Nice in Contact tele-communications platform. Previous knowledge of workforce and call center operations and technology is preferred.

Job Duties

This position will be fully dedicated to fielding the one million scheduling calls that Baylor Medicine receives yearly.  The work will directly impact on the ability for the patient access to meet the college service level agreement for call answer rate. 
Additional duties include:

• Responsible for daily tracking of staff and staff productivity
• Forecasting and creating daily schedules to ensure staffing is aligned with call volumes to meet college goal. Must be done a month in advance.
• Constant monitoring of all dashboards and communicating to stakeholders metric statuses.
• Must be able to resolve staffing needs and gaps on all skills sets
• Identifies and helps in resolving technical issues
• Participates in testing of all agents skill sets and back up analysis with supplies when additional equipment is needed( headsets) / tools needed for all users central and non- central having the tools needed to perform daily duties.

Minimum Qualifications

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

Preferred Qualifications

• Knowledge of Power of BI.