Remote Workforce Forecasting & Scheduling Analyst I

CareFirst BlueCross BlueShield; Baltimore (MD); On-site; USD 45,000 - 90,000; Full time

Benefits offered by this job

Benefits package

401(k) contribution plans

Job summary

CareFirst BlueCross BlueShield in Baltimore, MD is seeking a Scheduling and Forecasting Analyst to monitor call volumes, patterns, and traffic for the Customer Service center and adjust schedules to meet service level objectives.

You will provide regular reports to management, work with supervisors to forecast workload, and recommend technology or process improvements to reduce costs. A Bachelor's degree or equivalent experience and 1 year in scheduling/forecasting are required.

Qualifications

• Bachelor's degree or equivalent experience required in addition to relevant work experience.
• 1 year of scheduling, forecasting, or traffic experience.
• Proficiency in Microsoft Office applications and data analysis.

Responsibilities

• Analyzes intraday and historical performance to meet service goals.
• Identifies call volume trends on intraday, weekly, or monthly bases.
• Monitors queue activity and service levels and reports findings.
• Maintains communication channels about events affecting performance and workload.
• Communicates staffing adjustments based on forecasts.
• Collaborates with internal teams to find improvement opportunities.

Skills

Communication skills

Problem solving

Prioritization

Microsoft Office

Deadline management

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

CareFirst BlueCross BlueShield in Baltimore, MD is seeking a Scheduling and Forecasting Analyst to monitor call volumes, patterns, and traffic for the Customer Service center and adjust schedules to meet service level objectives.

You will provide regular reports to management, work with supervisors to forecast workload, and recommend technology or process improvements to reduce costs. A Bachelor's degree or equivalent experience and 1 year in scheduling/forecasting are required.