Senior Workforce Management Analyst (Remote) (Healthcare)

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timePosted a day ago location United States salarySalary undisclosed
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Job Description

Senior Workforce Management Analyst (Remote) (Healthcare)At DentaQuest, we believe that everyone should live life free of dental disease. As a purpose-driven, double bottom line company that is improving oral health for everyone, we are transforming the oral health system - from the way we provide care and pay for it, to how we talk about it and prioritize it in our policies and communities. Meaningful change requires a revolution in oral health. We are redefining what it means to prevent disease and provide better access to care for everyone. We are going beyond the dental chair to reshape the oral health system, addressing total health and the social and cultural factors that impact it. To make this revolution a reality, we harness our unique reach and insights to advance policy, financing, care, and the community. That means solving problems in a flexible and efficient way, testing and trialing to create new solutions and deliveringmeasurableoutcomes for the people we serve. The people of DentaQuest have a common purpose, and we work together with passion, perseverance and focus to achieve a nation where no child suffers from the pain of tooth decay. Where adults keep all their teeth for their entire lives. Where every person has access to quality dental care. JOB SUMMARY:The Senior Workforce Management Analyst provides consultative and analytic support to Customer Service management and business partners associated with workforce planning opportunities and business challenges. In addition to performing data analytic activities, this role provides recommendations to improve operational performance. Exceptional communication skills and an ability to effectively influence stakeholders at all levels across the Enterprise using data is required. PRIMARY JOB RESPONSIBILITIES: Review, understand and analyze and/or prepare short and long term staffing plans and forecasts, incorporating multiple work types with competing operational goals and effectively distribute resources to meet all goals simultaneously within a multi-skill environment. Provide monthly forecast and variance analysis for headcount, overtime, and operating assumptions to support business decisions. Analyze the effectiveness of Customer Service agents' schedules and recommend improvements to staff schedule assignments including full time/part time staffing mix, use of contract staff to meet seasonality demands, and shifting resources across contact center teams. Audit work schedules created by junior team members, providing feedback to improve schedule creation process as needed or required. Prepare "what if" scenarios with regard to variable demand, staffing, and performance assumptions and collaborate with key stakeholders on staffing needs and ideas for improving or changing business models. Prepare and interpret quantitative and qualitative analysis. Identify potential opportunities for improved efficiency and performance. Independently perform data validation and analysis to evaluate the impact of proposed and/or implemented process improvements. Develop collaborative working relationships with business partners across the Enterprise. Leverage existing technology in order to conduct effective analysis using available tools and systems. Identify and define process improvement opportunities that drive customer engagement and operational efficiencies in collaboration with cross functional/department leaders. Diagnose operational performance issues identifying root cause and recommended corrective action. Assist with and or lead special project as assigned. Perform other duties as assigned. JOB REQUIREMENTS: Required: Bachelor's Degree in Information Technology, General Business Administration or a related field. 5 years of analytic and/or IT experience, preferably in a health care setting. 5 years of call forecasting, data/ trend analysis in a call center environment. Exceptional analytical and problem solving skills with an ability to translate complicated data into meaningful and actionable information. Expert level proficiency in the Microsoft Office Suite. Exceptional verbal and written communication skills. Exceptional organization, prioritization, negotiation and influencing skills. Creative, flexible, and self-motivated with sound judgment. Ability to work in excess of 40 hours per week as needed or required to meet business objectives. Required to attend additional training as requested/deemed necessary Preferred: Prior experience with Cisco CUIC and Nice Workforce Optimization Suite preferred. PHYSICAL DEMANDS:Incumbent must be able to communicate effectively. Requires overall light physical effort (up to 25lbs.) Manual dexterity and sitting is required in carrying out position own position responsibilities (i.e. use of personal computer). Ability to travel or move about within and outside serviced facilities required. Incumbent works primarily in either a private or shared office environment.