Contact Center Staffing Analyst (Workforce Management Specialist)

The US Oncology Network is looking for a Contact Center Staffing Analyst to join our team at Texas Oncology. This full-time position will support all of the contact center.

As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today-at Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve "More breakthroughs. More victories." in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

The US Oncology Network is one of the nation's largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

Why work for us?

One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

What does the Staffing Analyst do?

The Staffing Analyst provides workforce intra-day support, analytics, reporting, and other scheduling support to the Contact Center Operations organization. Supports and adheres to the US Oncology Compliance Program, to include the Code of Ethics and Business Standards.

Key Responsibilities:

• Actively monitor intra-day queue activity for agent availability, contact load, and agent skill balance.
• Coordinate with contact center business leaders to adjust staff work and other assignments as necessary.
• Generate routine contact center performance reports; provide contextual information and analysis in support of quantitative results.
• Utilize enterprise workforce management software tools to create work schedules for assigned work group.
• Enter real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, etc.)
• Coordinate with other departments to manage and ensure required non-phone activities are properly prioritized within acceptable time frames.
• Identify changes in contact volume and reallocate resources when workload requires, recommend real-time change and identify efficiency opportunities.
• Assist with entering agents into workforce management system with on boarding and off boarding.
• Add or remove skills as needed in some circumstances.

Minimum Requirements

• Bachelor's degree in a related field required (Master's degree preferred).
• Four years of overall work experience in a call center workforce management environment.

Additional Knowledge & Skills Specialized Knowledge/Skills

• Previous experience with forecasting, scheduling, real-time adherence and intra-day queue management in a contact center, utilizing enterprise workforce management software (e.g., Aspect, Verint, NiCE, Pipkins, Calabrio, Genesys).
• Must be familiar with ACD and/or CRM systems such as Cisco, Avaya, SAP, Salesforce, etc.
• Intermediate to advanced MS Excel skills required.
• Experience with office software, such as MS Outlook, MS Word, MS Teams or Skype, etc.
• Strong verbal and written communication skills required.
• Solid understanding of contact center metrics, and their dynamics, including service level, handle time, contact volume, force-to-load, etc.
• Must demonstrate an ability to translate complex mathematical concepts of contact center into understandable, actionable business plans at all levels.
• Very strong attention to detail required.
• Must be able to work in a fast-paced, team-oriented environment.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential function of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Requires full body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires corrected vision and hearing to normal range.