Customer Service Forecasting & Scheduling Specialist

Independence Blue Cross; Philadelphia (Philadelphia County); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Independence Blue Cross is seeking a Workforce Management Analyst to forecast call volume, manage schedules for up to 300 associates, and drive service level adherence within a hybrid work model in the Philadelphia area.

You will analyze intraday trends, provide reporting on staffing, time bank management and attendance, and collaborate with IT to optimize our workforce systems using Verint, Genesys and BI tools.

Qualifications

• Bachelor’s degree in business, IT or related major; or minimum of 4 years’ related experience and/or training; or equivalent combination of education and experience.
• 3-5 years of experience working with a Workforce Management system.

Responsibilities

• Provide daily/weekly/monthly forecasts and analysis of call volume, average handling time, shrinkage, and other relevant variables for up to 300 associates across several lines of business.
• Publish schedules for associates and manage schedule exceptions (i.e., shifts, training, vacation, meetings, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met.
• Provide analysis and trends of forecast data to assist in the ongoing improvement, efficiency, and effectiveness of the organization.
• Review and analyze intraday segments and daily call volume, AHT and staffing requirements to ensure call volume is aligned to forecast, adjusting as needed.
• Develop and provide expert reporting and analysis in staffing levels, schedule effectiveness, time bank management, attendance, and training strategies.
• Monitor all time audits and oversee all edits related to time bank management in the workforce system.
• Maintain the shift and coding configurations in the Workforce Management application including naming conventions, time codes, exceptions, and work rules.
• Maintain Teams and Outlook distribution lists and configurations.
• Coordinate system support as a super user, such as interface validation.
• Process ticket requests from business users daily for changes to schedules.
• Utilize system reporting tools to analyze current business processes and support continuous process improvements.
• Generate various reports for end users.

Skills

Forecasting

Scheduling

Analytics

Excel

Tableau

SQL

Power BI

Timekeeping

Communication

Time management

Education

Bachelor’s degree or 4 years related experience

Tools

Verint

Genesys

Job description

Independence Blue Cross is seeking a Workforce Management Analyst to forecast call volume, manage schedules for up to 300 associates, and drive service level adherence within a hybrid work model in the Philadelphia area.

You will analyze intraday trends, provide reporting on staffing, time bank management and attendance, and collaborate with IT to optimize our workforce systems using Verint, Genesys and BI tools.