Hybrid Workforce Analytics & Scheduling Analyst

Independence Blue Cross, LLC

Philadelphia (Philadelphia County)

Hybrid

USD 70,000 - 110,000

Full time

4 days ago

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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.