Workforce Management Analyst

CareFirst, Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare company is seeking a Workforce Management Analyst II to work remotely. This role involves forecasting call volumes, analyzing staffing needs, and developing efficient schedules. Candidates should have a Bachelor's degree or equivalent experience, alongside three years in service center operations or scheduling in a call center. Proficiency in Microsoft applications and strong analytical skills are essential for success.

Qualifications

• Bachelor's Degree or 4 additional years of relevant work experience in lieu of a degree.
• 3 years of experience in service center operations or scheduling/forecasting within a call center environment.
• Proficiency in Microsoft Applications including Word, Excel, and Access.

Responsibilities

• Forecast call volume and resource requirements.
• Analyze call volume and staff forecasting for efficient scheduling.
• Maintain data integrity of scheduling databases.

Skills

Statistical analysis

Analytical abilities

Team collaboration

Independence

Education

Bachelor's Degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Access

Job description

A company is looking for a Workforce Management Analyst II (Remote).

Key Responsibilities

• Forecast call volume and resource requirements, developing staffing plans and schedules to meet service objectives
• Analyze call volume and staff forecasting to generate efficient weekly schedules for call-handling positions
• Maintain data integrity of scheduling databases and perform regular reporting and evaluations of staffing needs

Required Qualifications

• Bachelor's Degree or 4 additional years of relevant work experience in lieu of a degree
• 3 years of experience in service center operations or scheduling/forecasting within a call center environment
• Proficiency in Microsoft Applications including Word, Excel, and Access
• Strong statistical and analytical abilities
• Ability to work independently and collaboratively while meeting deadlines