Responsibilities

The Workforce Analytics Supervisor provides all aspects of leadership, coaching, and development support to their team of Workforce Analyst to reach and maintain quality analytics, planning, and reporting to maximize the contact center productivity and efficiencies. This position ensures the Workforce Analytics team, and the assigned functions meet the metric expectations of the Contact Center and the organization. The Workforce Analytics Supervisor partners with Contact Center leaders and leaders from other departments within the organization. In addition to partnering with a variety of leaders, the Workforce Analytics Supervisor partners with vendors on problem resolution and assists in the development of workflows and KPIs for their functional groups. The Workforce Analytics Supervisor creates and maintains high level reporting on the performance of the assigned functional groups. The Workforce Analytics Supervisor is responsible for ensuring the Organization and Contact Center policies are followed, as well as helping identify and execute changes in policy and procedures.

Job Title: Workforce Analytics Supervisor

Location: Pearland Administrative Office

Department: Contact Center

Job Type: Full Time 

Salary Range: $ 70,204 - $86,731 (Pay is based on several factors including but not limited to education, work experience, certifications, etc.)

Qualifications

Education

Required: College Degree or 10 years of experience in Workforce Analytics

Preferred: College degree in Business, Operations Research, Statistics, or related area

Experience

Required: 2 Years of leadership or supervisory experience 

8 years of experience analytical experience and providing support to contact center leadership and staff, 

generating and creating reports and hands on experience with using Workforce Management tools.

Preferred: 4 Years of leadership or supervisory experience

10 years of experience analytical experience and providing support to contact center leadership and staff, 

generating and creating reports and hands on experience with using Workforce Management tools

Skill(s)

Required: Strong leadership skills: ability to coach, mentor, and develop analyst.

Strong analytical skills: ability to determine and manage actions needed based on available data.

Strong organizational, time management, and interpersonal communication skills

Ability to work in a fast-paced changing environment.

High-level of analytics and reporting with excellent attention to detail.

Ability to present and communicate complex information in a clear and concise manner, verbally or in writing.

Ability to work with staff at various levels with various focus areas (e.g., technical, and operational).

Ability to build and maintain relationships with outside departments and vendors

Preferred: N/A

Special Skills

Required: Experience using WFM Tools, Microsoft Office, PowerPoint, and Excel

Preferred: Crystal report experience

Advanced in Excel

Other 

Required: N/A

Preferred: N/A

Working Environment: Office

About Us

Start your career journey and become a part of a community of renowned Healthcare professionals. Kelsey-Seybold Clinic is Houston’s fastest growing, multispecialty organization with more than 40 premier locations and over 65 specialties. Our clinics are comprised of more than 600 physicians and as we continue to grow, our focus is providing quality patient care by adding to our team of clinical and non-clinical professionals that work together in a convenient, coordinated, and collaborative manner. Enjoy the rewards of a successful career while maintaining a work/life balance by joining our team today and changing the way health cares. 

Why Kelsey-Seybold Clinic?

• Medical, Vision, and Dental
• Tuition Reimbursement
• Company Matching 401K
• Employee Reward and Recognition Program
• Paid time off for vacation, sick, and holidays
• Employee Assistance Program
• Continuing Medical Education allowance