Workforce Management Queue Performance Analyst

Profile

Description

Location:

This position is located at our Dublin, OH campus with hybrid flexibility.

We’re on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors

. We’re committed to building diverse and inclusive teams, so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

At Quantum Health, we are passionate about our members and always strive to provide the best experience possible while helping them navigate through their healthcare journey. Within the Workforce Management team, the

WFM Queue Performance Analyst

will monitor and support the WFM Queue Performance Practice and will participate in the coordination of PSR utilization and occupancy and to ensure the proper and effective interval requirements based on planned staffing ratios for POD (LOB) Operations.

This position s

erves as a primary point of contact in reference to queue activity, adherence infractions, ACD states, and performance goals for ASA targets and service levels within the operational queues.

This position works

with Senior Performance Analyst to identify and analyze impacts based on daily, weekly, and monthly volumes for POD Operations. Key functional responsibility includes the ability to demonstrate a strong understanding of how WFM planning relates to staffing requirements queue performance management to support POD operations

This position plays

a critical part in analyzing and providing insights regarding the effectiveness of the contact center operations processes and the effectiveness of the contact center trending.

What you’ll do

Assesses and improves contact and PSR real-time performance metrics, net staffing levels, rerouting strategies, intraday reporting, and root cause analysis for various business lines within POD Operations.

Participates cross-functionally with data analytics and supports Intra-Day Reforecasting modeling and Scheduling practices within the Workforce Management.

Responsible for the Queue Performance management function end-to-end, including but not limited to queue threshold monitoring, daily net staffing outlooks, root-cause analysis, PSR adherence/conformance monitoring, unplanned attendance process, schedule exception process, and applicable reporting for WFM-supported business lines.

Monitors ASA target and Service Levels, volume in a queue, abandonment percentages, etc. for all WFM-supported queues and governs the KPI thresholds of volume and PSRs states, including driving corresponding actions to address variances with the WFM Queue Performance Team and POD Operations.

Validates and performs attendance call-out process, handles schedule exceptions and executes permissible schedule changes as needed to reduce agent overtime and follow the excess capacity strategy for overstaffed timeframes for Operations and WFM in reference to OT, VTO, and Shrinkage.

Utilizes Intra-Day performance (IDP) reports to provide proactive communications regarding attendance, net staffing, cautionary periods, excess capacity, and scheduled offline events coupled with relevant action plans daily

Executes intraday applicable Automatic Call Distributor (ACD) routing strategies and changes within routing profiles, based on the increase and/or decrease in ASA targets.

Collaborates with the WFM Senior Performance Analyst, Forecasting and Scheduling Practices regarding the existing and new volume and staffing trends that could impact future forecasts.

Identifies agent and volume behaviors for intraday management strategies.

Supplies inputs by collecting, analyzing, and summarizing information, data, and trends for the WFM Efficiency Model tracking and convert recommendations into cost savings and monthly and quarterly business reviews.

Translates high-level business objectives into consistent, accurate, efficient, and effective reporting solutions.

Works collaboratively with other team members to develop comprehensive scalable data solutions which support cross-functional needs.

Maintains relationships with stakeholders by meeting and educating them on the nuances of Intraday Management to foster credibility and partnership.

Leverages an array of technical applications and determine which is most appropriate for any given solution.

Incorporates best practices in developing intuitive reports to share with a broad audience.

Documents approaches or unique aspects of data to aid understanding.

Delivers presentations to business partners, effectively explain complicated concepts, analysis conclusions, and business implications.

All other duties as assigned.

What you’ll bring

Bachelor’s Degree in Business plus minimum of 2 years of experience in Workforce Management Queue Performance Analyst role with Workforce Management systems (e.g., Verint, Aspect

eWFM

, NICE IEX, etc.) plus Contact Center functionality, reporting, and analytics.  4 – 6 years of same experience may be substituted in lieu of degree.

Highly collaborative and solution-focused

Strong problem-solving, critical thinking and analytical skills

Time management skills with an ability to multi-task and to manage priorities and workflow

Working knowledge of Verint, Cisco CUIC, or a similar ACD reporting tool (

e,g

, Aspect, Avaya,

Genesys

Verint application expertise preferred (or equivalent WFM software application)

Demonstrated ability to identify problems, perform root-cause analysis, and proactively identify and recommend solutions to improve the business

Willingness to challenge and influence leaders

Ability to work in a fast-paced environment where continuous innovation is desired

Ability to work under pressure and meet deadlines and redefined priorities, with an emphasis on providing data for interval performance

Experience working with large data seta and large databases is required

Proven ability to manage multiple, competing for priorities simultaneously

Ability to work independently and use sound judgment to prioritize work

Excellent written and verbal communication skills complemented with the ability to problem-solve independently

Strong team player with a “can do” attitude willing to help teammates, as needed, to complete all departmental work

Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies

Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.

Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.

What’s in it for you

Compensation:

Competitive base pay, incentive plans and employee referral bonuses.

Coverage:

Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.

Retirement:

401(k) plan with up to 4% employer match and full vesting on day one.

Balance:

Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.

Development:

Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.

Culture:

Recognition as a Best Place to Work for 15 years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision. 

Environment:

A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more! Check out our home:

https://youtu.be/xRnbvCW_YgA

What you should know

Internal Associates:

Already a Healthcare Warrior? Apply internally through Jobvite.

Process:

Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check

Diversity, Equity and Inclusion:

Quantum Health welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer.

Agencies: 

Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party. 

Sponsorship:

Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.

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Note:

Compensation information published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications related to the position.

Recruiting Scams:

Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in

@quantum-health.com

. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment.

If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission at

ReportFraud.ftc.gov

and your state’s Attorney General at

https://www.usa.gov/state-attorney-general

Apply

Company info

Quantum Health LLC.
Website : http://quantum-health.com