Senior Forecasting Analyst-Workforce Management

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Location: This position is primarily remote, though local candidates may also work at our Dublin, OH campus.u00A0Weu2019re 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 u2013 thatu2019s why we call ourselves Healthcare Warriorsu2122. Weu2019re committed to building diverse and inclusive teams, so if youu2019re excited about this position, we encourage you to apply u2013 even if your experience doesnu2019t match every requirement.u00A0u00A0u00A0At 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 Operations & Workforce Management team, the Workforce Management Senior Forecasting Analyst will develop short-term and long-term operational workload forecasts and determine hourly staffing needs for Operations.u00A0u00A0 This position will also assist in the development of longer-term workload forecasts and capacity planning to be used for determining short, mid to long-term staffing and infrastructure needs for the customer service team. 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.u00A0What youu2019ll dou00A0 Analyze and interpret data to identify trends, patterns, opportunities, and risks for business partners, using forecasting normalization methodology and cycle ranges of Short-Range (30 u2013 90/120 Days), Mid-Range (90 u2013 180 Days), and Annualized volumes. Communicate analysis and interpretation to the appropriate audience in a concise and professional manner, while making recommendations for action plans to meet business requirements and metric goals. Develop, perform and manage all aspects of capacity planning, including budgeting and forecasting for employee demand and analyses of business metrics. Maintain reporting to clearly communicate actual results, forecasted performance and variances to plan, forecast, and budget for metrics. Model the operational impact of a variety of business and regulatory initiatives, benefit administration requests, and platform migrations. Create and maintain a variety of operational reports related to FTEs, workforce metrics, and membership. Efficiently manipulate large data sets of historical volumes, performance factors, and other data and metrics to drive effective short-range staffing plans with the use of the most effective data organization tools. Perform forecasting strategic planning to identify future workforce needs (e.g., site/membership growth, capacity constraints, strategic and operational initiatives), which will require steps of analysis, planning, and forecasting complex data identifying viable options to enable data-driven decisions. Be a Trusted Advisor through collaboration and active leadership with Operations and Workforce partners in solution development to ensure long-range planning considerations are part of the solutions, which includes educating business partners and influencing outcomes. Partner and collaborate in the planning with Talent Acquisition and Quantum Operations to schedule hiring, facility arrangements, as well as training and cross-training classes in coordination with Operationsu2019 career path strategy. Partner with the WFO (Scheduling and Queue Performance) to ensure synchronization from capacity planning through daily work direction to maximize Operations staffing and performance. Complete FTE walks reconciling from one forecast cycle to the next, monthly results versus forecast. Work independently and have solid business ownership, while serving as a resource to others. All other duties as assigned.u00A0u00A0What youu2019ll bringu00A0 Ideal candidate will have 5 -8 years of Workforce Management combined experience in forecasting analytics and scheduling optimization with a strong analytical & financial background in a similar or related field Bacheloru2019s degree preferred with degree in Mathematics, Statistical Analysis or Economics/Finance; 10 years of Workforce Management 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) Strong knowledge of forecasting methodologies and capacity planning strategies with a minimum of 3-5 years of forecasting in a contact center environment 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 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 u201Ccan dou201D 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 memberu2019s 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.u00A0Whatu2019s in it for youu00A0 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.u00A0 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.u00A0 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.u202Fu00A0 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: ****you should knowu00A0 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, weu2019re committed to empowering our ERGs, and weu2019re proud to be an equal opportunity employer.u00A0 Agencies:u202FQuantum 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.u202F Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.u202Fu00A0--u00A0#LI-AT1u00A0u00A0 u00A0Note: 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 candidateu2019s unique combination of experience and qualifications related to the position.u00A0u00A0u00A0u00A0Recruiting 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.u00A0u00A0u00A0If you believe youu2019ve encountered a recruiting scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov and your stateu2019s Attorney General at ****

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