Workforce Management Queue Performance Analyst

Quantum Health • Dublin, OH

3d • Hybrid

About The Position

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.

Requirements

• 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 , As pect eWFM , N ICE IEX, etc .) plus Contact Center functionality, reporting, and ana lytics .
• 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 ; 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 confiden tiality 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)
• 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
• 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

Nice To Haves

• Verint application expertise preferred (or equivalent WFM software application)

Responsibilities

• 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 strategie s
• 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

Benefits

• Competitive base and incentive compensation
• 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.
• 401(k) plan with up to 4% employer match and full vesting on day one.
• Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level