Call Center Analyst, Workforce Management

🔥 0 minutes ago

🐻 Alaska, Arizona, +25 more states – Remote

🐻 Alaska – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $58.6k - $93.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Premera Blue Cross

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

⚕️ Healthcare Insurance

Healthcare Insurance

Premera Blue Cross is an independent health insurance provider, serving businesses and residents of Washington State and Alaska as a licensee of the Blue Cross Blue Shield Association. The company offers a range of health plans including individual, family, employer-based, and Medicare Supplement plans. However, it has announced that it will exit the Medicare Advantage market as of January 1, 2025. Premera is committed to advancing health equity and community support, evident through its Social Impact Program focused on behavioral health and homelessness solutions in Washington and Alaska. Additionally, Premera complies with federal and state civil rights laws, offering language assistance services to ensure equitable care.

📋 Description

• 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 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.

🎯 Requirements

• 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 pension plan. • Wellness incentives with a wide range of mental well-being resources for you and your dependents. • Generous paid time off to reenergize. • Tuition assistance for both undergraduate and graduate degrees. • Employee recognition program to celebrate anniversaries, team accomplishments, and more. • Flexible on-campus model for hybrid employees with access to on-site resources.