Customer Service Workforce Analyst - (Hybrid: PA, NJ, DE)

Independence Blue Cross; Philadelphia (Philadelphia County); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Independence Blue Cross in the Philadelphia area seeks a Workforce Management Analyst to forecast call volume, schedule up to 300 associates, and analyze performance across multiple lines of business.

The role requires 3–5 years in workforce management, experience with Verint/Genesys and analytics tools (Excel, Tableau, SQL, Power BI), and a Bachelor’s degree or equivalent. Hybrid work with remote options in the Tri-State Area.

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 (Timekeeping, Scheduling and Attendance, Analytics).
• Proficiency with Verint or Genesys and reporting tools (Excel, Tableau, SQL, Power BI).

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 to meet daily service level and ASA objectives.
• Provide analysis and trends of forecast data to assist in ongoing improvement and efficiency.
• Review intraday segments and daily call volume, AHT and staffing to align to forecast.
• Develop expert reporting and analysis in staffing levels, time bank management, attendance, and training strategies.
• Monitor time audits and oversee edits related to time bank management in the workforce system.
• Maintain the shift and coding configurations in the Workforce Management application including naming conventions 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

Analytical thinking

Time management

Attention to detail

Communication skills

Education

Bachelor's degree in business, IT or related major

Tools

Verint

Genesys

Excel

Pivot tables

Tableau

SQL

Power BI

Job description

• 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.

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.

Education

• 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.

Experience

• 3-5 years of experience working with a Workforce Management (Timekeeping, Scheduling and Attendance, Analytics) system preferred.

Knowledge, Skills, Abilities

• Highly proficient knowledge of Verint, Genesys or other workforce management related tools is preferred.


• Advanced knowledge of reporting and analysis tools, including Excel, Macro functions, pivot tables, Tableau, SQL, or Power BI reporting is a plus.


• Strong analytical skills with the ability to translate business requirements into technical specifications.


• Familiar with basic statistical analysis


• Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.


• Demonstrates attention to detail and takes initiative.


• Effective communication, organizational and time management skills.


• Ability to work from home, which includes high speed wi‑fi capability of at least 400 Mbps and a quiet, confidential workspace.

Hybrid

Independence has implemented a \"Hybrid\" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the \"Hybrid\" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.