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Workforce Management Scheduling Analyst
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Description
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 Scheduling Analyst provides a staffing matrix based on schedule compliance and suitability call arrival patterns generated from the WFM Forecasting Practice. This role collaborates with primary WFM Practices analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. This position creates and conducts schedule planning activities to meet POD Operations staffing objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, information flow, and recommendations for scheduling improvements. 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
- Analyzes forecasted volume and available staff resources for the upcoming short, and mid-range planning (3 to 6 months) rolling to ensure that we schedule staff in the most efficient manner to properly utilize our available resources and maintain acceptable service levels
- Creates and publishes schedules that are aligned to the forecasted short and long-term call/workload demand in support of business plans, productivity, and Operational objectives
- Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning
- Ensures all schedules are generated properly and adhere to any applicable schedule bids through effective management of the Workforce Management Software system groups, agent data, optimizations, and staff availability
- Evaluates requests for schedule alterations or exceptions and enter approved exceptions accurately into the WFM system
- Responsible for accurate alternative scheduling recommendations that result in acceptable maintenance of ASA targets and Service Levels
- Analyzes targeted periods and recommends training through scheduling offline opportunities when the volume-to-staff ratio is low and recommending overtime solicitation when the volume-to-staff ratio is high
- Manages holiday balances/requirements well in advance to ensure that allotted vacation time is being used, ensuring minimum vacation balance carry-over and service delivery is not negatively impacted
- Determines how many vacation positions can be allocated to each call type on any given day and use data to assist in the planning of our time off calendar
- Utilizes shift schedule templates to determine shifts and develops a set of priority rules that will govern how shifts are assigned
- Coordinates with operational leaders and internal business partners to schedule all shrinkage activity in line with targets while ensuring maximum availability of agents
- Coordinates and aligns with Queue Performance Analysts on real-time workloads, staffing requirements, and staff schedules, as well as actual staffing and service levels
- Oversees daily schedule conflicts, approve staff time off, and monitor attendance
- Respond to supervisory and managerial requests for information regarding scheduling and service level agreement targets within the contact centers
- Ensures all aspects of the Workforce Management Software systems are accurately and effectively maintained and updated on a continual basis
- Maintains headcount/FTE requirements for each plan and works closely with leadership to ensure staffing is adequate to support compliance regulations
- Coordinates and schedules off-phone activities to meet compliance requirements, and business objectives, and ensure performance standards are achieved
- Maintains and updates employee information within the Workforce Management database to support data integrity
- Maintains relationship with the training team to ensure employees attend training at the best time for the business
- Supports system integrity for Workforce Management software, Performance Manager, Verint, and Cisco tools by communicating any known issues
- Processes schedule changes and assists with providing shift recommendations, staffing analysis, and root cause analysis of schedules that are out of scope-based FTE requirements
- All other duties as assigned
What you’ll bring
- Education: Bachelor’s degree in Business or related field; 4 to 6 years of Workforce Management Scheduling Optimization 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)
- Project Management experience preferred
- Strong Microsoft Excel knowledge and skills required; must be at least a novice using Microsoft PowerPoint
- Demonstrated ability to identify problems, perform root-cause analysis, and proactively identify and recommend solutions to improve the business
- Ability to think strategically and execute methodically
- Willingness to challenge and influence leaders
- Ability to work in a fast-paced environment where continuous innovation is desired
- Experience working with large data seta and large databases is required
- Demonstrated analytical and quantitative skills and ability to use hard data and metrics to back up assumptions and develop business cases
- Must have very strong attention to detail and be able to turn data into information using charts and concise data tables
- 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
- Six-Sigma Certification a plus
- 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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#LI-AK1 #LI-Hybrid #LI-Remote
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 equal opportunity employer .
- 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, or in order to complete the essential duties of the position upon acceptance of a job offer, click here 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 Federal Trade Commission and your state’s Attorney General.
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