This position will oversee both Workforce Management (WFM) and our Call Center Optimization (CCO) team within System Access. We are looking for a strong operational leader who can blend workforce strategy, contact center optimization, analytics, and process improvement within a large contact center environment supporting 400+ agents. In addition to technical and operational expertise, we are looking for someone who can operate strategically, communicate effectively with leadership, and partner across operational teams to improve workflows, optimize staffing models, and support enterprise initiatives.

Key experience we are targeting includes:
o Contact center operations leadership
o Workforce management (forecasting, staffing, scheduling, adherence, shrinkage)
o Operational/process improvement
o Call routing and IVR optimization
o Data analytics and KPI management
o Cross-functional stakeholder management

At Houston Methodist, the Manager Operations I...