Contact Center Staffing Analyst- Remote

Overview 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 Texas. This is a remote position, but you must reside in the state of Texas. Occasionally required to be onsite for training/meetings. As 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? We offer a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short‑term and Long‑term disability coverage, a 401‑k plan with a company match, a Wellness program that rewards you for tracking your steps, and many other perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some retailers. What does the Contact Center Staffing Analyst do? The Contact Center 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, including the Code of Ethics and Business Standards. Responsibilities

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 onboarding and offboarding. Add or remove skills as needed in some circumstances. Qualifications

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.

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). 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.

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. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public. #J-18808-Ljbffr US Oncology Network-wide Career Opportunities