Hybrid Workforce Forecast & Scheduling Analyst

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

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.