Strategic Workforce Planner II

CareFirst; Baltimore (MD); Remote; USD 54,000 - 106,000; Full time

Job summary

CareFirst BlueCross BlueShield seeks a Workforce Management Analyst II to forecast call volumes, model staffing needs, and support capacity planning for the Customer Service Center.

You will develop long-range capacity plans, create weekly schedules, maintain databases, and provide ad hoc analysis to ensure service levels are met. Collaboration with business leaders and disaster-recovery planning are part of the role.

Qualifications

• Bachelor’s Degree required or 4 years of related work experience in addition to required work experience.
• 3 years experience in service center operations or scheduling/forecasting within a call center.
• Proficient in Microsoft Word, Excel, and Access.

Responsibilities

• Forecast call volume and resource requirements to meet objectives, including long-range capacity and workload forecasts.
• Create weekly schedules based on forecasted volumes to meet service level requirements.
• Maintain Scheduling/Forecasting databases and generate reports; import data from other sources as needed.
• Incorporate cyclical events into forecasted weekly/monthly/annual plans and monitor schedule adherence.
• Assist forecasting/planning meetings; coordinate team activities and support disaster recovery and special projects.

Skills

Forecasting

Scheduling

Microsoft Office

Data analysis

Communication skills

Team collaboration

Problem solving

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Access

Job description

CareFirst BlueCross BlueShield seeks a Workforce Management Analyst II to forecast call volumes, model staffing needs, and support capacity planning for the Customer Service Center.

You will develop long-range capacity plans, create weekly schedules, maintain databases, and provide ad hoc analysis to ensure service levels are met. Collaboration with business leaders and disaster-recovery planning are part of the role.