Call Center Analyst, Workforce Management

Premera Blue Cross

Call Center Analyst optimizing staffing and improving customer service for Premera healthcare. Focus on data analysis, scheduling, and operational excellence within the call center.

Posted 6/18/2026full-timeRemote • Alaska, Arizona, California, Colorado, Florida, Idaho, Iowa, Kansas, Kentucky, Maine, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin • 🇺🇸 United StatesJuniorMid-Level💰 $58,600 - $93,800 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center forecastingschedulingdata analysisreporting

Soft Skills

customer experience improvementstaff coordinationperformance analysisrecommendation development

Certifications

Associates Degreetechnical certification