Job Description
Description
Location: This position is located at our Dublin, OH campus with hybrid flexibility.
Who we are
Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that 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 - more than 2,000 of us and counting - so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement.
About the role
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 Workforce Management 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 serves 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 the 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 determines 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
Education: 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.
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
Excellent written and verbal communication skills
Highly collaborative and solution-focused
Proficient with Microsoft Office applications; strong Microsoft Excel knowledge and skills required; must be at least a novice using Microsoft PowerPoint
Professional approach, good judgment, creative problem-solver
Strong problem-solving, critical thinking and analytical skills
Ability to maintain confidentiality in a variety of matters
Time management skills with an ability to multi-task and to manage priorities and workflow
Willingness to challenge and influence leaders
Ability to work in a fast-paced environment where continuous innovation is desired
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.
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#LI-AK1 #LI-Hybrid
What's in it for you
Compensation: Competitive base and incentive compensation
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!
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 .
Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.
Compensation Ranges: Compensation details 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.
Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
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.
Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, to submit a recruitment accommodation request.
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 and .
Quantum Health welcomes everyone. Quantum Health is proud to be an equal opportunity employer. We value diversity within the Company and it is the Company’s policy to make and carry out all employment decisions without regard to any individual’s race, color, sex (including pregnancy), sexual orientation and/or gender identity, age (40 or older), religion, disability (physical, mental or learning), national origin, ancestry, genetic information, military status or veteran status. Employment and advancement opportunities will be offered to the most qualified employees regardless of whether they are in any of the protected classes.
