Scheduling Analyst, Workforce Management

🔥 3 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

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Premera Blue Cross

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

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 customer experience and adjust staffing • Create and maintain Customer Service staff schedules for service-level coverage • Schedule training, meetings, and other events in the workforce management system • Administer staffing needs and time-off requests fairly and consistently • Monitor call flows, volumes, staffing levels, and service levels • Communicate actual activity versus plan and recommend immediate coverage changes • Monitor and record exceptions to planned schedules • Advise Call Center Management on performance concerns and recommend solutions • Create and distribute ad hoc reports to analyze trends and scenarios • Analyze qualitative and quantitative data to answer business questions and improve performance • Maintain the workforce management system • Train Customer Service management and representatives on call center dynamics • Manage intraday staffing, callouts, and PTO • Communicate customer experience status and actions to leadership • Execute staffing plans and maintain customer experience levels • Triage frontline system issues affecting customer experience and monitor resolution • Perform other duties as assigned

🎯 Requirements

• Associate’s degree or relevant technical certification or two years’ work experience (Required) • Two years of call center forecasting and scheduling experience (Required) • Three years’ customer service experience (Required) • Workforce Management software experience and/or experience in the healthcare field (Preferred) • Experience in HealthCare Operations (Preferred) • Previous experience performing data analysis and reporting (Preferred) • Able to work 8am to 4:30pm PDT (Required) • Ability to perform sedentary work and exert up to 10 lbs. of force occasionally • Ability to keyboard and communicate clearly and understandably in person and over the telephone • Must live/work in an eligible hiring state listed by Premera, subject to role or city limitations

🏖️ Benefits

• Medical, vision, and dental coverage with low employee premiums • Voluntary benefits, including pet insurance • Life and disability insurance • 401(k) employer match • Pension plan vested after 3 years of service • Wellness incentives, counseling services, stress management programs, and mindfulness programs • Generous paid time off • Tuition assistance for undergraduate and graduate degrees • Employee recognition program • Commuter perks • Free convenient on-site parking • Subsidized on-campus cafes • On-site health and wellness activities • Fitness and well-being center with in-person and virtual workouts and nutritional counseling • On-site recreation activities including shuffleboard and ping pong