Note: The job is a remote job and is open to candidates in USA. CareFirst BlueCross BlueShield is a healthcare insurance organization serving members through customer service operations. The Workforce Management Analyst II analyzes historical and projected call and transaction volumes, develops forecasts and staffing plans, and creates schedules to meet service-level objectives. The role also maintains workforce management data, reports on schedule adherence, and collaborates with business leaders and Workforce Management team members.
Responsibilities
- Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of the following: long range capacity and workload requirements, day of week and intra-day call volume forecasts. Responsibilities also include development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements, provide analysis and recommendation for ongoing adjustments and improvements to staff levels, skill groups and capacity plans
- Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes. Provides effective work schedules for call-handling positions to most efficiently meet service level requirements as defined by management
- Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information. Designs, builds, and maintains databases and/or spreadsheets tracking key service statistics. Import data from other database sources as needed to generate reports. Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures. Performs regular and ad hoc reporting as required
- Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans, including skills based routing methodology. Monitor and report schedule adherence
- Participate in scheduled Forecasting / Planning meetings. May be asked to coordinate the activities of other Workforce Management Team members. Assist in carrying out disaster recovery plans when necessary. Complete special projects as assigned
Skills
- Experince working in Healthcare Claims Industry with strong analytical and problem-solving skills - ability to identify trends, perform root cause analysis, and provide actionable recommendations
- Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques
- Workforce Management knowledge and experience, including forecasting, scheduling, capacity planning, shrinkage, and contact center performance metrics (AHT, ASA, Service Level, Occupancy, and Abandonment Rate)
- Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems
- Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions
- Education Level: Bachelor's Degree
- Experience: 3 years experience in service center operations or scheduling/forecasting within a call center environment
- In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience
- Proficient in Microsoft Applications including, Word, Excel, and Access., Advanced
- Ability to define problems, collect data, establish facts and draw valid conclusions., Advanced
- Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail., Advanced
- Must have excellent interpersonal, oral and written communication skills., Advanced
- Ability to work independently and collaboratively is also required., Advanced
Benefits
- 100% Remote
Company Overview
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