About the position
Join Our Team: Do Meaningful Work and Improve People's Lives. Our purpose, to improve customers' lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare. To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers list. Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Inclusion, and America's Greatest Workplaces For Mental Well-Being, Forbes ranked Premera among America's Best Midsize Employers for the fourth time. Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/. Are you ready to take your analytical skills to the next level? We are looking for a passionate and innovative Forecasting Analyst to join our team and help shape the future of our call center operations. This is not just a job; it's an opportunity to make a real impact and drive change in a fast-paced and collaborative environment. The Forecast Analyst position is responsible for facilitating the development of the call center forecasts, budget, and analyses. The position is also responsible for establishing and maintaining the department's capacity planning staffing models which drive the hiring and training needs. These accountabilities require strong analytical capabilities to solve complex problems and advanced technology skills to continuously improve accuracy and process efficiency.
Responsibilities
- Collaborate with company management to identify key business issues, outline strategic alternatives and recommend action plans to senior management.
- Develop analytical tools and models to support strategic business planning.
- Consult with customers on complex projects and identify financial impacts.
- Participate in strategic business planning and provide forecasting and analysis expertise.
- Measure and report on accuracy rates by month, day, and interval.
- Work with the scheduling team to determine the cause of variance between forecasts and actual results.
- Estimate the impact of future activity (system changes, process changes, training classes, communications, etc.) on contact handle time and volume projections.
- Examine historical data to recommend skill and staffing patterns based on daily statistics for hiring and training class assignments.
- Research, compile and maintain historical data required for management records and extensive analysis.
- Back up the Call Center Scheduling Analysts and Team Leader by functioning in that capacity when there is an absence.
- Generate ad hoc reports to include trend analysis as requested by operations management and Call Center Scheduling Analysts.
- Provide budgeting figures to project skill and staffing needs in monthly and annual timeframes.
- Suggest staff, shift, and skill realignment to gain economies of scale.
- Load and maintain corporate budget tool.
- Other duties as assigned.
Requirements
- An Associates Degree or relevant technical certification or two years of work experience (Required).
- 5 years forecasting or analytic experience (Required).
- Five years of workforce management experience in a contact center environment.
- Experience with Workforce Management software and/or experience in the healthcare field.
- Experience in long-term forecasting.
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.
- Commuter perks make your trip to work less impactful on the environment and your wallet.
- Free convenient on-site parking.
- Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
- Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
- Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
