Workforce Management Queue Performance Analyst

Location: This position is located at our Dublin, OH campus with hybrid flexibility or may work remotely anywhere in the United States of America.

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 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 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 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

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

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

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

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