Workforce Management Analyst I (Remote)

Summary

CareFirst BlueCross BlueShield is seeking a Workforce Management Analyst I to support customer service center performance. The role monitors call volumes, traffic patterns, service levels, forecasts, and staffing, while providing management reports and recommending technology or process improvements. The analyst also collaborates with internal teams to achieve operational service goals.

Responsibilities

• 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

Skills

• 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
• 1 year in a Scheduling, Forecasting, or Traffic environment
• 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
• 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
• Must be eligible to work in the U.S. without Sponsorship

Qualifications

Must Haves

• 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
• 1 year in a Scheduling, Forecasting, or Traffic environment
• 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
• 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
• Must be eligible to work in the U.S. without Sponsorship

Benefits

• Remote work arrangement
• A comprehensive benefits package
• Various incentive programs/plans
• 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements)