BlueCross BlueShield of South Carolina

Workforce Management Analyst

BlueCross BlueShield of South Carolina

full-time

Posted on:

Location Type: Hybrid

Location: Columbia • South Carolina • United States

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About the role

  • Track the real-time volume of incoming calls and corresponding handle times, addressing real-time issues to maintain SLAs.
  • Monitor call volume, agent availability, system outages, average speed to answer, and make real-time adjustments to staffing levels to optimize agent workload.
  • Identify issues requiring intervention and escalate to Contact Center leadership, providing necessary context for resolution.
  • Leverage historical and projected data to develop staffing schedules for CSAs across various LOBs.
  • Predict call volumes, create schedules that account for peak periods, holidays, and special events, and ensure compliance with company policies.
  • Collaborate with WFM Manager and LOB leadership to validate and finalize schedules.
  • Work closely with the WFM team to compile weekly trends and provide insights for improvement.
  • Support strategic planning and resource management by analyzing historical data, identifying optimization opportunities, and using predictive analytics to adjust forecasts based on business changes, marketing campaigns, seasonality, and other factors

Requirements

  • Bachelor's degree
  • 2 years of experience in workforce management roles, including real-time monitoring, forecasting, and scheduling within a contact center or customer service environment
  • Strong ability to analyze real-time and historical data to make quick and data-driven decisions
  • Proficiency in workforce management software and tools (preferred: Genesys)
  • Understanding of statistical methods and predictive analytics
  • High level of accuracy and attention to detail
  • Excellent written and verbal communication skills
  • Ability to identify issues and develop effective solutions
  • Ability to manage multiple tasks and prioritize effectively
  • Ability to work shifts, including evenings, weekends, and holidays, as needed
  • Ability to perform well under pressure and handle high-stress situations
Benefits
  • Subsidized health plans
  • Dental and vision coverage
  • 401k retirement savings plan with company match
  • Life Insurance
  • Paid Time Off (PTO)
  • On-site cafeterias and fitness centers in major locations
  • Education Assistance
  • Service Recognition
  • National discounts to movies, theaters, zoos, theme parks and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
real-time monitoringforecastingschedulingdata analysispredictive analyticsstatistical methodsworkforce management
Soft Skills
attention to detailcommunicationproblem-solvingtime managementability to work under pressure
Certifications
Bachelor's degree