Workforce Management Analyst I (Remote)

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

PURPOSE:

Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met. Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. Provide regular reports to management on workload and workforce. Make recommendations for new or updated call/service center technology and process improvements to reduce costs.

Resp & Qualifications

Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met. Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. Provide regular reports to management on workload and workforce. Make recommendations for new or updated call/service center technology and process improvements to reduce costs.

Essential Functions

• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
• Monitors and responds to queue activity and service levels.
• Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
• Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
• Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.

Qualifications

Education Level: 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.

Experience: 1 year in a Scheduling, Forecasting, or Traffic environment.

Knowledge, Skills And Abilities (KSAs)

• Excellent communcation skills both written and verbal.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Proficient in Microsoft Office applications.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Salary Range:

$45,072 - $89,518

Salary Range Disclaimer:

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Equal Employment Opportunity:

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Federal Disc/Physical Demand:

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

Physical Demands:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US:

Must be eligible to work in the U.S. without Sponsorship