Remote Scheduling Analyst, Workforce Management

Remote Jobs; United States; Remote; USD 59,000 - 107,000; Full time

Benefits offered by this job

Medical, vision, dental coverage

Tuition assistance

On-site parking

Job summary

Premera is seeking a Scheduling Analyst, Workforce Management to optimize call center performance and forecast staffing needs. You will bridge data insights with frontline operations, monitoring queues, creating schedules, and reporting on KPIs to support customer experience and budget goals.

You will collaborate with leadership to adjust staffing, maintain the workforce management system, and deliver ad hoc reports. A two-year forecasting background and healthcare exposure are highly valued.

Qualifications

• Associate’s degree or relevant technical certification or two years’ work experience.
• Two years of call center forecasting and scheduling experience.
• Three years’ customer service experience.
• Workforce Management software experience and/or experience in the healthcare field.
• Experience in HealthCare Operations.
• Previous experience in a role performing data analysis and reporting.
• Able to work 8am to 4:30pm PDT.

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 (call flows, volumes, staffing levels and service levels), communicate actual activity compared to plan and make recommendations for immediate changes to ensure call center coverage meets customers' needs.
• Monitor and record all exceptions to planned schedules to provide current analysis.
• Advise Call Center Management of expected performance concerns and recommend solutions.
• Create and distribute ad hoc reports as needed to analyze trends and provide scenarios for Call Center Management.
• Analyze diverse sets of qualitative and quantitative data to answer business questions and improve organizational performance.
• Optimize planned results by working on complex or technical assignments within defined parameters of broader work processes, projects or deliverables.
• Responsible for maintaining workforce management system.
• Provide ongoing training to the Customer Service management team and representatives on call center dynamics via classroom training and team meetings.
• Manage staffing throughout the day and adjust to improve customer experience and efficiency.
• Manage callouts and PTO throughout the day.
• Communicate the current customer experience state and actions to leadership intra-day.
• Execute pre-defined plans for staffing and maintain customer experience levels.
• Triage front-line system issues that are impacting customer experience and monitor resolution.
• Other duties as assigned.

Skills

Associate degree

Call center forecasting

Customer service

Workforce management software

Healthcare experience

Data analysis

Education

Associate degree or relevant certification

Tools

Workforce management software

Job description

Premera is seeking a Scheduling Analyst, Workforce Management to optimize call center performance and forecast staffing needs. You will bridge data insights with frontline operations, monitoring queues, creating schedules, and reporting on KPIs to support customer experience and budget goals.

You will collaborate with leadership to adjust staffing, maintain the workforce management system, and deliver ad hoc reports. A two-year forecasting background and healthcare exposure are highly valued.