Workforce Management Analyst II (Remote)

CareFirst•Baltimore, MD

3d•Remote

About The Position

Responsible for analyzing historical business data, including past call and transaction volume, projected business trends and events, and other factors that may drive workforce volume, to forecast future workloads and plan staffing levels for the Customer Service Center. The Workforce Management Analyst II partners with business leaders to develop staffing capacity and responds to ad hoc workforce-planning analysis requests to help ensure adequate coverage and meet customer service standards. The role develops call-volume forecasts and resource requirements, including long-range capacity and workload requirements and day-of-week and intraday forecasts. It develops and evaluates staffing plans, recommends optimal schedules and staffing adjustments, and generates weekly schedules based on forecasted volumes. The analyst maintains scheduling and forecasting data, creates databases or spreadsheets to track service statistics, imports data from other sources, and provides regular and ad hoc reporting. The role also monitors schedule adherence, incorporates recurring events into staffing plans, participates in planning meetings, and may coordinate or guide other team members. This position has no direct reports, but may lead matrixed resources and is expected to help mentor less experienced staff.

Requirements

Bachelor's degree, or an additional four years of relevant work experience in lieu of a bachelor's degree, in addition to the required work experience.
Three years of experience in service center operations or scheduling/forecasting within a call center environment.
Proficiency in Microsoft Word, Excel, and Access.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Strong statistical and analytical ability.
Strong organizational skills and attention to detail.
Excellent interpersonal, oral, and written communication skills.
Ability to work independently and collaboratively.
Must be eligible to work in the U.S. without sponsorship.

Responsibilities

Forecast call volume and resource requirements needed to meet objectives, including long-range capacity and workload requirements and day-of-week and intraday call-volume forecasts.
Develop, analyze, and recommend staffing plans, optimal work schedules, workload requirements, and ongoing adjustments to staff levels, skill groups, and capacity plans.
Evaluate call-volume and staffing forecasts and generate weekly schedules based on forecasted volumes.
Provide effective work schedules for call-handling positions to meet management-defined service-level requirements efficiently.
Maintain the accuracy and integrity of scheduling and forecasting databases, including schedule preference and headcount information.
Design, build, and maintain databases or spreadsheets that track key service statistics.
Import data from other database sources as needed to generate reports.
Review and evaluate scheduling policies and procedures to identify and address developing scheduling and staffing needs.
Perform regular and ad hoc reporting as required.
Incorporate cyclical and periodic events into weekly, monthly, and annual volume and staffing plans, including skills-based routing methodology.
Monitor and report schedule adherence.
Participate in scheduled forecasting and planning meetings.
Assist in guiding and mentoring less experienced staff and may lead a team of matrixed resources.
Assist in carrying out disaster recovery plans when necessary.
Complete special projects as assigned.