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Operations Workforce Specialist

Company: Kelsey Seybold Clinic
Location: Pearland
Posted on: May 3, 2021

Job Description:


Operations Workforce Specialist

Location: Pearland Administrative Office

Department: Contact Center

Job Type: Full-Time


Kelsey-Seybold Clinic. Changing the way health cares.

Kelsey-Seybold Clinic is Houston's premier multispecialty group practice, founded in 1949 by Dr. Mavis Kelsey. With more than 21 clinic locations and more than 400 physicians, Kelsey-Seybold provides medical care in 55 medical specialties and is home to a nationally accredited Breast Diagnostic Center, Endoscopy Center, Infusion Center and Cancer Center. Our mission is to provide our team members with exceptional opportunities for professional and personal growth.

JOB SUMMARY: Describe purpose and function of position in three to four sentences:

The purpose of this position is to support the contact center's scheduling and real time operational management functions. This position is responsible for developing and maintaining staff work schedules as well as managing real time schedule exception entry, skill assignments and contact center service levels. This position requires the ability to perform fast operational analysis needed to adjust resources and staff the call center appropriately. Additionally, this position is responsible for producing call volume forecasts, workload and staffing requirements. The position requires the ability to recommend changes in scheduling procedures as well as process improvements needed to achieve and maintain service levels. This position requires a strong dedication to detail and the ability to adjust quickly to a changing environment. Excellent communication skills are important to working with all staff to achieve goals.


(A = basics; B = preferred)



Bachelor's degree Business, Operations Research, Mathematics, or related area; or 3 - 5 years of experience in a call center environment will be accepted in lieu of a degree.


Bachelor's degree in Business, Operations Research, Mathematics, or related area



2 years of experience with scheduling and forecasting in a contact center environment. Hands on operating experience with a Workforce Management System (WFM) Hands on operating experience with a Workforce Management Software Tool Previous experience with Call Routing SystemOrSuccessful completion of the Contact Center Interim Workforce Management period, dedicated to becoming proficient in the functions performed by the Contact Center's Operations Central.


1+ year experience with Calabrio WFM 1+ year experience with Cisco systems 3+ years in a contact center experience >200 front line staff with 2 or more sites



Strong analytical skills; ability to determine and direct actions needed based on data available Strong organizational and time management skills Proven ability to work in a fast paced changing environment High-level of accuracy with excellent attention to detail Strong interpersonal communication skills with the ability to communicate complex information in a clear and concise manner, and work with staff at various levels and with various focus (e.g., technical and operational)


Special Skills


Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word, Microsoft Access and Symposium Web Client


Crystal report experience Demonstrated knowledge of Nortel Symposium or Cisco ACD Demonstrated knowledge of workforces management systems



Fluent in both verbal and written English


Conversational Spanish



Keywords: Kelsey Seybold Clinic, Pearland , Operations Workforce Specialist, Other , Pearland, Texas

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