Workforce Analyst analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates. Utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of a workforce. Being a Workforce Analyst applies predictive models and methods to develop short and long-term forecasts. Produces reports and visualizations that provide easy to understand information required for decision making. Additionally, Workforce Analyst typically requires a bachelor's degree or equivalent. Typically reports to a manager. The Workforce Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Workforce Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Resp & Qualifications
PURPOSE:
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 develop staffing capacity as well as assist with ad hoc workforce planning analysis requests to ensure adequate coverage to meet and exceed customer service standards.
ESSENTIAL FUNCTIONS:
SUPERVISORY RESPONSIBILITY:
Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.
QUALIFICATIONS:
Education Level: 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.
Experience: 3 years' experience in service center operations or scheduling/forecasting within a call center environment.
Knowledge, Skills and Abilities (KSAs)
Salary Range: $51,696 - $102,674
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 (all benefits/incentives are subject to eligibility requirements).
Department
Workforce Management
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, 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 perform 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
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