Workforce Management Analyst Ii - Baltimore, United States - CareFirst BlueCross BlueShield

CareFirst BlueCross BlueShield
CareFirst BlueCross BlueShield
Verified Company
Baltimore, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
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 Management 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 intraday 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 callhandling 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 skillsbased 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. 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:
$51,696 - $102,674


Salary Range Disclaimer

Department
Workforce Management


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.


Where To Apply

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

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