Workforce Management Senior Performance Analyst

Profile

Description

Location: This position is located at our Dublin, OH campus with hybrid flexibility.

We’re on a mission to make healthcare simpler and more effective. We fight to ensure 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, so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

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 Senior Performance Analyst

will govern and support the WFM Queue Performance Practice and will participate in the coordination, support, and maintenance necessary to ensure the proper and effective performance management of POD (LOB) Operations queues with a

n

emphasis o

n

interval data analysis. Serves as a workforce management analytical SME for data analytics, performance management reporting, and other related work as needed.  Works with POD Operations to identify and analyze measured improvements based on Queue Performance guidelines.  With general direction, plans and assists in the implementation of solutions that will maximize WFM Performance effectiveness

through the use of

technology and people solutions. May assist with the development of less

tenured workforce management personnel; this role requires a specific understanding of the WFM Lifecycle, SLAs and KPIs, and FTE optimization.  Additionally, the analyst will play 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

Analyze and interpret interval data, undertake research, review internal and external workforce trends, and identify emerging issues and risks to FTE utilization, explanation, and recommendations on appropriate actions and solutions

Investigate and analyze data to identify errors and system issues and work with relevant areas including working with external providers to implement remedial action which continually improves data reliability and quality

Develop and improve analytics within the constraints of the existing workforce systems, statutory and government reporting requirements, and within the capacities of the outsourced service provider to meet the needs of the organization

Maintain an appreciation and understanding of the business, its challenges, and objectives and develop strong client and team relationships to ensure analytics effectively reflect needs and meet client requirements

Monitor and review programs and their implementation and prepare internal and external reports, including the Workforce Profile to inform management of performance and support decision-making in relation to the workforce analysis function

Manage projects, including developing plans and identifying and coordinating resources to deliver programs and initiatives that meet organizational workforce analysis needs

Maintain up-to-date knowledge of best practices in industry and technological developments in workforce analysis to increase the effectiveness of systems and analytics in an environment of constant change and where the practice is constantly improving

Validate and maintain Queue Performance procedural documentation and make recommendations for process improvements within Queue Performance and Change Management

Identify areas of opportunity and influence across levels and business units to increase operational efficiency

Partner with the data operations team to identify opportunities to effectively combine disparate data sources

Connect to and transform data using a consistent, sustainable approach

Translate high-level business objectives into consistent, accurate, efficient, and effective reporting solutions

Work collaboratively with other team members to develop comprehensive scalable data solutions which support cross-functional needs

Provide subject matter expertise regarding data, systems, and the business

Drive process improvement for client businesses to enhance visibility and accessibility to relevant information

Leverage an array of technical applications and determine which is most appropriate for any given solution

Incorporate best practices in developing intuitive reports to share with a broad audience

Document approaches or unique aspects of data to aid understanding

Create impactful PowerPoint presentations to summarize the results of analysis projects

Deliver presentations to business partners, effectively explain complicated concepts, analysis conclusions, and business implications

All other duties as assigned.

What you’ll bring

Ideal candidate will have a

Bachelor’s

degree in Business or related field plus 6 years of Workforce Management combined experience in Queue Performance Management and Scheduling Optimization; may substitute 8 - 10 years of same experience 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.

What’s in it for you

Compensation:

Competitive base pay, incentive plans and employee referral bonuses.

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! Check out our home:

https://youtu.be/xRnbvCW_YgA

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.

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. 

Sponsorship:

Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.

#LI

-AT1

#LI-

Hybrid

Note:

Compensation information 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.

Recruiting Scams:

Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives o

f 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 at

ReportFraud.ftc.gov

and your state’s Attorney General at

https://www.usa.gov/state-attorney-general

Apply

Company info

Quantum Health LLC.
Website : http://quantum-health.com