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Workforce Management Analyst II (Remote)
Workforce Management Analyst II (Remote)Maryland Staffing • Baltimore, MD, US
Workforce Management Analyst II (Remote)

Workforce Management Analyst II (Remote)

Maryland Staffing • Baltimore, MD, US
5 days ago
Job type
  • Full-time
  • Remote
Job description

Job Title : Workforce Management Analyst II

Responsibility and Qualifications : The Workforce Management Analyst II is 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 intra-day call volume forecasts.
  • Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes.
  • Maintains accuracy and data integrity of Scheduling / Forecasting database including schedule preference and headcount information.
  • Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans.
  • Participate in scheduled Forecasting / Planning meetings.

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 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.

    • 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 considerations.

    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.

    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.

    Requisition Number : 21382

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