Workforce Management Analyst II (Remote)

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

Resp & Qualifications

PURPOSE: Responsible for performing analysis of historical business data, including past call and transaction volume, projected business trends and events, and other possible drivers of workforce volume to determine future workload trends and plan staffing levels as appropriate for the Customer Service Center. In this role, the Workforce Mgmt Analyst II will partner with business leaders to develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed customer service standards.

ESSENTIAL FUNCTIONS:

• Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of the following: long range capacity and workload requirements, day of week and intra-day call volume forecasts. Responsibilities also include development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements, provide analysis and recommendation for ongoing adjustments and improvements to staff levels, skill groups and capacity plans.
• Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes. Provides effective work schedules for call-handling positions to most efficiently meet service level requirements as defined by management.
• Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information. Designs, builds, and maintains databases and/or spreadsheets tracking key service statistics. Import data from other database sources as needed to generate reports. Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures. Performs regular and ad hoc reporting as required.
• Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans, including skills based routing methodology. Monitor and report schedule adherence.
• Participate in scheduled Forecasting / Planning meetings. May be asked to coordinate the activities of other Workforce Management Team members. Assist in carrying out disaster recovery plans when necessary. Complete special projects as assigned.

SUPERVISORY RESPONSIBILITY: Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.

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: 3 years experience in service center operations or scheduling/forecasting within a call center environment.

Knowledge, Skills and Abilities (KSAs)

• Proficient in Microsoft Applications including, Word, Excel, and Access.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail.
• Must have excellent interpersonal, oral and written communication skills.
• Ability to work independently and collaboratively is also required.

Salary Range: $53,568 - $106,392

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 theCompany to provide equal employment opportunities to allqualified 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.