[Hiring] Workforce Management Analyst II @CareFirst

Role Description

Responsible for performing analysis of historical business data, including past call and transaction volume, projected business trends and events, and other possible drivers of workforce volume to determine future workload trends and plan staffing levels as appropriate for the Customer Service Center. In this role, the Workforce Mgmt Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed customer service standards.

• 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
• 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.
• 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.

Qualifications

• Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• 3 years experience in service center operations or scheduling/forecasting within a call center environment.
• Proficient in Microsoft Applications including Word, Excel, and Access.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail.
• Must have excellent interpersonal, oral and written communication skills.
• Ability to work independently and collaboratively is also required.

Requirements

• Salary Range: $53,568 - $106,392
• Must be eligible to work in the U.S. without Sponsorship.

Benefits

• Comprehensive benefits package
• Various incentive programs/plans
• 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements)

Company Description

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.