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

Independence Blue Cross, LLC; Philadelphia (Philadelphia County); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Independence Blue Cross, LLC is seeking a Workforce Management Analyst to forecast call volume and analytics for up to 300 associates across lines of business. The role includes scheduling, intraday adjustments, and reporting to support service levels and efficiency.

The position requires a Bachelor's degree (or 4+ years related experience) and strong skills in Verint/Genesys, Excel, Tableau, SQL or Power BI. The Hybrid model combines in-office and remote work within the TriState area.

Qualifications

• Bachelor's degree in business, IT or related field, or 4+ years of related experience.
• Experience with Workforce Management systems including Timekeeping, Scheduling, Attendance, and Analytics.
• Strong analytical and reporting skills with ability to translate business requirements into technical specs.

Responsibilities

• Forecast call volume, AHT, shrinkage, and other metrics for up to 300 associates across lines of business.
• Publish and manage schedules and attendance to meet service level and ASA goals.
• Provide analysis of forecast data and trends to improve efficiency, processes, and outcomes.
• Review intraday segments and daily call volume to align staffing with forecast.
• Develop expert reporting on staffing, schedule effectiveness, time bank management, attendance, and training strategies.
• Monitor time audits and edits related to time bank in the workforce system.
• Maintain Workforce Management configurations, including time codes, exceptions, and work rules.
• Coordinate system support as a super user (interface validation).
• Process schedule change requests and use reporting tools to support process improvements.
• Generate end-user reports.

Skills

Verint

Genesys

Excel

Pivot tables

Tableau

SQL

Power BI

Statistical analysis

Analytical skills

Communication

Time management

Education

Bachelor's degree in business, IT or related major

Tools

Verint

Genesys

Excel

Pivot tables

Tableau

SQL

Power BI

Job description

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, offline 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

• 35 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 wifi 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 TriState 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.