Workforce Management Analyst

BlueCross BlueShield of South Carolina•Columbia, SC

1d•Hybrid

About The Position

The Workforce Management (WFM) Analyst is responsible for ensuring the efficient operation of the Contact Center through real-time monitoring, forecasting, scheduling, and optimization of Customer Service Advocates' (CSAs) performance. This role combines real-time analysis and predictive forecasting to address immediate operational needs, optimize staffing levels, and enhance Contact Center efficiency. The WFM Analyst will leverage historical data, real-time metrics, and workforce management tools to ensure service level agreements (SLAs) are met and agent workloads are balanced. This position requires close collaboration with Contact Center leadership and the WFM team to identify trends, resolve issues, and implement improvements. Description Location: This is a full-time position (40-hours/week) Monday-Friday. Based on performance you will be given the opportunity to work in office Monday-Wednesday and W@H Thursday-Friday. You are required to work in office Monday-Wednesday, with no exceptions. Work schedule is flexible as long as it's between 7AM-6PM.

Requirements

Required Education: Bachelor's degree. Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience
Required Work Experience: 2 years of experience in workforce management roles, including real-time monitoring, forecasting, and scheduling within a contact center or customer service environment.
Analytical Skills: Strong ability to analyze real-time and historical data to make quick and data-driven decisions.
Technical Proficiency: Proficiency in workforce management software and tools (preferred: Genesys).
Statistical Knowledge: Understanding of statistical methods and predictive analytics.
Attention to Detail: High level of accuracy and attention to detail.
Communication Skills: Excellent written and verbal communication skills.
Problem-Solving Skills: Ability to identify issues and develop effective solutions.
Time Management: Ability to manage multiple tasks and prioritize effectively.
Flexibility: Ability to work shifts, including evenings, weekends, and holidays, as needed.
Stress Management: Ability to perform well under pressure and handle high-stress situations.
Proficiency in contact center software and workforce management tools.
Familiarity with technology for robust data analysis.
Proficiency in contact center software and workforce management tools.

Nice To Haves

Preferred Education: Bachelor's degree in business, Statistics, Administration, Data Science, Supply Chain, or related areas.
Preferred Work Experience: Experience in being responsible for scheduling and resource optimization is preferred.
Call center experience
Genesys experience preferred

Responsibilities

Track the real-time volume of incoming calls and corresponding handle times, addressing real-time issues to maintain SLAs. This includes monitoring call volume, agent availability, system outages, average speed to answer, and making real-time adjustments to staffing levels to optimize agent workload.
Identifies issues requiring intervention and escalates to Contact Center leadership, providing necessary context for resolution.
Leverage historical and projected data to develop staffing schedules for CSAs across various LOBs. This includes predicting call volumes, creating schedules that account for peak periods, holidays, and special events, and ensuring compliance with company policies.
Collaborates with WFM Manager and LOB leadership to validate and finalize schedules.
Work closely with the WFM team to compile weekly trends and provide insights for improvement.
Supports strategic planning and resource management by analyzing historical data, identifying optimization opportunities, and using predictive analytics to adjust forecasts based on business changes, marketing campaigns, seasonality, and other factors