Remote Scheduling Analyst – Workforce Management

Premera; Northern (KY); Hybrid; USD 59,000 - 107,000; Full time

Benefits offered by this job

Medical benefits

401(k) with employer match

Tuition assistance

Job summary

Premera is seeking a Scheduling Analyst, Workforce Management to optimize call center staffing, forecast demand, and monitor real-time performance. You will partner with leadership to balance customer experience with staffing, maintain schedules, and provide ongoing reporting and analysis across the workforce management system.

The role emphasizes cross-functional collaboration, data-driven decisions, and ensuring service levels while controlling costs.

Qualifications

• Two years of call center forecasting and scheduling experience.
• Three years of customer service experience.
• Experience with workforce management software.

Responsibilities

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.
• Coordinate with appropriate staff and departments to schedule training, meetings and other events in the workforce management system.
• Administer staff scheduling needs and time off requests in a fair and consistent manner.
• Monitor call center activity, communicate actual activity vs plan and recommend immediate changes.
• Monitor and record exceptions to planned schedules for current analysis.
• Advise Call Center Management of performance concerns and solutions.
• Create and distribute ad hoc reports to analyze trends for management.
• Analyze data to answer business questions and improve performance.
• Maintain workforce management system and provide training on call center dynamics.
• Manage staffing throughout the day and adjust to improve experience and efficiency.
• Communicate current customer experience state to leadership intraday.

Job description

Premera is seeking a Scheduling Analyst, Workforce Management to optimize call center staffing, forecast demand, and monitor real-time performance. You will partner with leadership to balance customer experience with staffing, maintain schedules, and provide ongoing reporting and analysis across the workforce management system.

The role emphasizes cross-functional collaboration, data-driven decisions, and ensuring service levels while controlling costs.