Workforce Planning & Forecasting Analyst II

CareFirst BlueCross BlueShield; Baltimore (MD); On-site; USD 54,000 - 106,000; Full time

Job summary

CareFirst BlueCross BlueShield in Maryland seeks a Workforce Management Analyst II to forecast call volumes, plan staffing, and develop capacity with business leaders for the Customer Service Center.

You will partner on ad hoc workforce planning requests, build schedules, ensure data integrity, and contribute to service level improvements through analysis and reporting.

The role emphasizes collaboration, attention to detail, and the ability to translate data into practical staffing decisions.

Qualifications

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

Responsibilities

• Forecast call volume and resource requirements to meet objectives, including long range capacity and workload, day-of-week and intra-day forecasts.
• Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules to meet service levels.
• Maintain accuracy and data integrity of Scheduling/Forecasting database and related reports.
• Incorporate cyclical events into forecasted weekly, monthly, and annual plans; monitor schedule adherence.
• Participate in Forecasting/Planning meetings; coordinate team activities; assist in disaster recovery; complete special projects.

Skills

Data analysis

Statistical analysis

Attention to detail

Communication skills

Independent work

Education

Bachelor's Degree OR 4 years relevant work experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Job description

CareFirst BlueCross BlueShield in Maryland seeks a Workforce Management Analyst II to forecast call volumes, plan staffing, and develop capacity with business leaders for the Customer Service Center.

You will partner on ad hoc workforce planning requests, build schedules, ensure data integrity, and contribute to service level improvements through analysis and reporting.

The role emphasizes collaboration, attention to detail, and the ability to translate data into practical staffing decisions.