Scheduling Analyst, Workforce Management

Summary

Premera Blue Cross is a healthcare organization committed to improving customers’ lives by making healthcare work better. The Scheduling Analyst, Workforce Management optimizes call center performance through forecasting, scheduling, real-time monitoring, reporting, and staffing adjustments while supporting customer experience and budget goals.

Responsibilities

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals
• Coordinate with appropriate staff and departments to schedule training, meetings and other events in the workforce management system
• Administer staff scheduling needs and time off requests in a fair and consistent manner
• Monitor call center activity (call flows, volumes, staffing levels and service levels), communicate actual activity compared to plan and make recommendations for immediate changes to ensure call center coverage meets customers' needs
• Monitor and record all exceptions to planned schedules to provide current analysis
• Advise Call Center Management of expected performance concerns and recommend solutions
• Create and distribute ad hoc reports as needed to analyze trends and provide scenarios for Call Center Management
• Analyze diverse sets of qualitative and quantitative data to answer business questions and improve organizational performance
• Optimize planned results by working on complex or technical assignments within defined parameters of broader work processes, projects or deliverables
• Responsible for maintaining workforce management system
• Provide ongoing training to the Customer Service management team and representatives on call center dynamics via classroom training and team meetings
• Manage staffing throughout the day and adjust to improve customer experience and efficiency
• Manage callouts and PTO throughout the day
• Communicate the current customer experience state and actions to leadership intra-day
• Execute pre-defined plans for staffing and maintain customer experience levels
• Triage front-line system issues that are impacting customer experience and monitor resolution
• Other duties as assigned

Skills

• Associate's degree or relevant technical certification or two years' work experience
• Two years of call center forecasting and scheduling experience
• Three years' customer service experience
• Workforce Management software experience and/or experience in the healthcare field
• Experience in HealthCare Operations
• Previous experience in a role performing data analysis and reporting

Qualifications

Must Haves

• Associate's degree or relevant technical certification or two years' work experience
• Two years of call center forecasting and scheduling experience
• Three years' customer service experience

Nice to Haves

• Workforce Management software experience and/or experience in the healthcare field
• Experience in HealthCare Operations
• Previous experience in a role performing data analysis and reporting

Benefits

• Medical, vision, and dental coverage with low employee premiums.
• Voluntary benefit offerings, including pet insurance for paw parents.
• Life and disability insurance.
• Retirement programs, including a 401K employer match and a pension plan that is vested after 3 years of service.
• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs.
• Generous paid time off to reenergize.
• Tuition assistance for both undergraduate and graduate degrees.
• Employee recognition program to celebrate anniversaries, team accomplishments, and more.
• For hybrid employees, flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.
• For hybrid employees, commuter perks.
• For hybrid employees, free convenient on-site parking.
• For hybrid employees, subsidized on-campus cafes.
• For hybrid employees, on-site activities such as health and wellness events, coffee connects, and disaster preparedness fairs.
• For hybrid employees, access to an in-person and virtual fitness and well-being center and nutritional counseling.
• For hybrid employees, on-campus shuffleboard and ping pong.
• Hands-on experience with workforce forecasting, scheduling, and real-time call center operations.
• Stronger data analysis, reporting, and problem-solving skills.
• Opportunities to influence staffing decisions and improve customer experience.
• Experience in collaborating with leadership and key business partners.
• Greater expertise with workforce management systems and call center performance metrics.