Note: The job is a remote job and is open to candidates in USA. Premera Blue Cross is dedicated to improving healthcare and empowering its employees. As a Call Center Analyst in Workforce Management, you will optimize call center performance through data analysis and operational coordination, ensuring effective staffing and enhancing customer experience.

Responsibilities

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals
• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system
• Administer staff scheduling needs and time off requests in a fair and consistent manner
• Monitor call center activity (call flows, volumes, staffing levels and service levels), communicate actual activity compared to plan and make recommendations for immediate changes to ensure call center coverage meets customers' needs
• Monitor and record all exceptions to planned schedules to provide current analysis
• Advise Call Center Management of expected performance concerns and recommend solutions
• Create and distribute ad hoc reports as needed to analyze trends and provide scenarios for Call Center Management
• Analyze diverse sets of qualitative and quantitative data to answer business questions and improve organizational performance
• Optimize planned results by working on complex or technical assignments within defined parameters of broader work processes, projects or deliverables
• Responsible for maintaining workforce management system
• Provide ongoing training to the Customer Service management team and representatives on call center dynamics via class room training and team meetings
• Manage staffing throughout the day and adjust to improve customer experience and efficiency
• Manage call-outs and PTO throughout the day
• Communicate the current customer experience state and actions to leadership intra-day
• Execute on pre-defined plans for staffing and maintain customer experience levels
• Triage front-line system issues that are impacting customer experience and monitor resolution
• Other duties as assigned

Skills

• An Associates Degree or relevant technical certification or two years of work experience (Required)
• Two years of call center forecasting and scheduling experience (Required)
• Three years of customer service experience (Required)
• Experience with Workforce Management software and/or experience in the healthcare field
• Experience in HealthCare Operations
• Previous experience in a role performing data analysis and reporting

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, believe it or not, 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, just to name a few.
• Generous paid time off to reenergize.
• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
• Employee recognition program to celebrate anniversaries, team accomplishments, and more.
• For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.
• 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.
• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

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