Remote Workforce Forecast Analyst I

CareFirst, Inc.; Baltimore (MD); Remote; USD 45,000 - 90,000; Full time

Job summary

CareFirst BlueCross BlueShield is seeking a Workforce Analyst to monitor and analyze call volume, patterns, and traffic flow in the Customer Service center. You will work with supervisors to forecast workloads, adjust schedules, and provide regular management reports.

The role requires a Bachelor's Degree or 4 years of related experience, plus at least 1 year in Scheduling/Forecasting/Traffic. Strong communication, problem solving, and proficiency in MS Office are essential.

Qualifications

• Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• 1 year in a Scheduling, Forecasting, or Traffic environment.
• Excellent communication skills both written and verbal; ability to analyze and solve problems; ability to prioritize and meet deadlines; proficient in Microsoft Office applications.

Responsibilities

• Analyzes intraday and historical performance to respond/plan to achieve service goals.
• Identifies call volume trends and averages on various timescales (intraday, weekly, monthly).
• Monitors queue activity and service levels and responds accordingly.
• Communicates adjustments to staffing based on forecasts and events impacting workload.
• Collaborates with internal teams to identify opportunities for improvement to meet service goals.

Skills

Communication

Problem solving

Time management

MS Office

Customer service

Education

Bachelor's Degree or 4 years relevant experience

Job description

CareFirst BlueCross BlueShield is seeking a Workforce Analyst to monitor and analyze call volume, patterns, and traffic flow in the Customer Service center. You will work with supervisors to forecast workloads, adjust schedules, and provide regular management reports.

The role requires a Bachelor's Degree or 4 years of related experience, plus at least 1 year in Scheduling/Forecasting/Traffic. Strong communication, problem solving, and proficiency in MS Office are essential.