Workforce Management Analyst I (Remote)

CareFirst•Baltimore, MD

4d•Remote

About The Position

Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met. Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. Provide regular reports to management on workload and workforce. Make recommendations for new or updated call/service center technology and process improvements to reduce costs.

Requirements

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 communication 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.
Must be eligible to work in the U.S. without Sponsorship

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.