Senior Analyst, Operations Forecasting and Capacity Planning

Operations Columbus, Ohio


Description

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 Operations & Workforce Management team, the Senior Analyst of Forecasting and Capacity Planning will develop short-term and long-term operational workload forecasts, and determine 1/4 hour staffing needs for Operations.   This position will also assist in the development of longer-term workload forecasts to be used for determining mid- to long-term staffing and infrastructure needs for both the customer service & clinical teams. Additionally, the Senior Analyst will play a critical part in analyzing and providing insights regarding the operational effectiveness of our call center, in support of the Workforce Management and Operations leadership teams.

Essential Duties/Responsibilities:

Staff Planning & Forecasting

  • Develop call volume, offline/task, email and chat workload forecasts at a level of accuracy that will optimize service level and resource utilization
  • Based on the workload forecasts, determining 1/4 hour staffing requirements for all call center roles utilizing the WFM planning tool/application in an effort to optimize service level and productivity
  • Create & maintain staffing models for both customer service & clinical service team members for short-, medium- and long-range time periods
  • Ability to act as liaison to partners in Finance, establishing & maintaining staffing ratios
  • Support development of criteria to measure productivity goals for each unique role in the contact center 

Performance Reporting & Monitoring

  • Provide performance reporting for the contact center, inclusive of periodic and ad hoc analysis relative to business plan goals and objectives
  • Real-time analysis and monitoring of call volume, along with resource management allocation as needed
  • Work with Operations Management team to develop and maintain metrics in support of appropriate performance management
  • Utilize Verint planning tool/application to facilitate schedule creation & administration processes

Operational Analysis

  • Ad hoc forecasts and analysis as required to support the workforce management, finance, and operations functions
  • Own business case development to justify contact center initiatives while working closely with other departments to prioritize and deploy enhancements
  • Monitor and report performance relative to enterprise strategic initiatives and objectives
  • Identify areas of opportunity for operational effectiveness and efficiency improvement initiatives

 

Education, Skills & Expertise:

Ideal candidate will have 3-5+ years of Workforce Management experience, with a strong analytical & financial background in a similar or related field.

  • Bachelor’s degree required; preferred degree in Mathematics, Statistical Analysis, Economics/Finance
  • Verint application expertise preferred
  • Strong SQL knowledge required
  • Strong knowledge of forecasting techniques and capacity planning strategies
  • Working knowledge of CUIC
  • Demonstrated ability to perform root-cause analysis and proactively identify and recommend solutions
  • Project Management experience preferred
  • Six-Sigma Certification a plus