Workforce Management Analyst II (Remote)

reputed company is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. reputed company does not hire directly for these jobs, but promotes jobs on reputed company on behalf of its direct clients, recruitment ad agencies, and marketing partners. reputed company partners with DirectEmployers to promote this job for reputed company. Clicking "Apply Now" or "Read more" on reputed company redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Purpose Resp & Qualifications 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 reputed company staffing reputed company as well as assist with reputed company 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 reputed company and workload requirements, day of week and intra-day call volume forecasts. Responsibilities also include development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements, provide analysis and recommendation for ongoing adjustments and improvements to staff levels, reputed company groups and reputed company plans.
• Evaluate and analyze reputed company aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes. Provides effective work schedules for call-handling positions to most reputed company meet service level requirements as defined by management.
• Maintains accuracy and data reputed company of Scheduling/Forecasting database including schedule preference and headcount information. Designs, builds, and maintains databases and/or spreadsheets tracking key service statistics. Import data from other database sources as needed to generate reports. Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures. Performs regular and reputed company reporting as required.
• Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans, including skills-based routing methodology. Monitor and report schedule adherence.
• Participate in scheduled Forecasting / Planning meetings. May be asked to coordinate the activities of other Workforce Management Team members. Assist in carrying out disaster recovery plans reputed company necessary. Complete special projects as assigned.

Supervisory Responsibility Position does not have direct reports but is expected to assist in guiding and mentoring less reputed company staff. May reputed company 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 reputed company a call center environment. Knowledge, Skills And Abilities (KSAs)

• Proficient in reputed company Applications including, Word, reputed company, 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, reputed company 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.

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 responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (reputed company benefits/incentives are subject to eligibility requirements). Department Group ID Card Operations & Inv Equal Employment Opportunity reputed company is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to reputed company qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, protected veteran or disabled status, or genetic information. Where To Apply Please visit our website to apply: www.carefirst.com/careers Federal Disc/Physical Demand Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to reputed company work directly or indirectly on Federal health care programs. 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 REQNUMBER: 21382 If you have questions about this posting, please contact support@reputed company.com Apply tot his job Apply To this Job