Workforce Management Scheduling 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 were a privately-owned independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone and were 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 thats why we call ourselves Healthcare Warriors.

Were committed to building diverse and inclusive teams more than 2000 of us and counting so if youre excited about this position we encourage you to apply even if your experience doesnt 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 youll 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 youll bring

• Education: Bachelors 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 (eg Aspect Avaya Genesys)
• Verint application expertise preferred (or equivalent WFM software application)
• Project Management experience preferred
• Strong Microsoft Excel knowledge and skills ; 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
• 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 members 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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