Job Information
Quantum Health, Inc. Workforce Management Queue Performance Analyst in Dublin, Ohio
Description Location: This position is located at our Dublin, OH campus with hybrid flexibility. 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 Workforce Management 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 the 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 exis