Workforce Forecasting & Scheduling Analyst II

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

Job summary

CareFirst, Inc. in Baltimore seeks a Workforce Management Analyst II to analyze historical data, forecast call volumes, and develop staffing plans to ensure service levels are met.

You will build and maintain forecasting databases, produce regular reports, incorporate cyclical events, monitor adherence, and partner with business leaders on capacity planning and schedules. Candidates will also support disaster recovery efforts and ad hoc analyses.

Qualifications

• Bachelor's degree required or 4 additional years of relevant work experience in lieu of degree.
• 3 years of experience in service center operations or scheduling/forecasting in a call center.
• Proficient in MS Word, Excel and Access; strong data analysis and reporting abilities.
• Strong statistical/analytical ability and attention to detail.
• Excellent interpersonal, oral and written communication skills; able to work independently and with others.

Responsibilities

• Forecast call volume and resource requirements, including long-range capacity and intra-day forecasts.
• Develop staffing plans, schedules, and capacity plans; adjust staff levels as needed to meet service levels.
• Maintain accuracy of Scheduling/Forecasting databases; build reports and import data from other sources.
• Incorporate cyclical events into forecasts and monitor schedule adherence.
• Participate in forecasting/planning meetings; assist with disaster recovery; lead or support special projects.

Skills

Analytical thinking

Communication

Problem solving

Organizational skills

Teamwork / collaboration

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Job description

CareFirst, Inc. in Baltimore seeks a Workforce Management Analyst II to analyze historical data, forecast call volumes, and develop staffing plans to ensure service levels are met.

You will build and maintain forecasting databases, produce regular reports, incorporate cyclical events, monitor adherence, and partner with business leaders on capacity planning and schedules. Candidates will also support disaster recovery efforts and ad hoc analyses.