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Description Location: This position is located at our Dublin, OH campus with hybrid flexibility or remotely anywhere in the United States of America. 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 Scheduling Analyst provides a staffing matrix based on schedule compliance and suitability call arrival patterns generated from the WFM Forecasting Practice. This role collaborates with primary WFM Practices analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. This position creates and conducts schedule planning activities to meet POD Operations staffing objectives. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, information flow, and recommendations for scheduling improvements. 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 * Analyzes forecasted volume and available staff resources for the upcoming short, and mid-range planning (3 to 6 months) rolling to ensure that we schedule staff in the most efficient manner to properly utilize our available resources and maintain acceptable service levels. * Creates and publishes schedules that are aligned to the forecasted short and long-term call/workload demand in support of business plans, productivity, and Operational objectives. * Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning. * Ensures all schedules are generated properly and adhere to any applicable schedule bids through effective management of the Workforce Management Software system groups, agent data, optimizations, and staff availability. * Evaluates requests for schedule alterations or exceptions and enter approved exceptions accurately into the WFM system. * Responsible for accurate alternative scheduling recommendations that result in acceptable maintenance of ASA targets and Service Levels. * Analyzes targeted periods and recommends training through scheduling offline opportunities when the volume-to-staff ratio is low and recommending overtime solicitation when the volume-to-staff ratio is high. * Manages holiday balances/requirements well in advance to ensure that allotted vacation time is being used, ensuring minimum vacation balance carry-over and service delivery is not negatively impacted. * Determines how many vacation positions can be allocated to each call type on any given day and use data to assist in the planning of our time off calendar. * Utilizes shift schedule templates to determine shifts and develops a set of priority rules that will govern how shifts are assigned. * Coordinates with operational leaders and internal business