Call Center Analyst, Workforce Management

About the role

Workforce Classification: Telecommuter Join Our Team: Do Meaningful Work and Improve People's Lives Our purpose, to improve customers' lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare. Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we're able to better serve our customers. It's this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace. Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/ . If you thrive at the intersection of analytics, strategy, and service, this is your opportunity to make a meaningful impact. As a Call Center Analyst, Workforce Management , you will play a vital role in shaping the member experience by ensuring the right resources are in place at the right time. In this dynamic position, you'll turn data into action, partner closely with leadership, and help drive smart staffing decisions that improve service, support operational excellence, and contribute to Premera's commitment to delivering exceptional care and service. The Call Center Analyst is a multifaceted role that combines analytical acumen with operational coordination to optimize call center performance. This professional acts as the bridge between data-driven insights and frontline execution, ensuring the efficiency of call center operations and meeting key performance metrics to deliver outstanding customer experience and meet budget goals. Responsibilities include short-term forecasting and scheduling, metrics reporting and analysis, real-time monitoring of the Premera call queues and staff schedules and driving internal/external processes that improve the efficiency and accuracy of employee staffing. The analyst will be able to independently identify and respond to unexpected changes in the call volume or staffing and determine the appropriate adjustments to meet performance metrics. Collaborates with key business partners and provides strategic recommendations to maximize resources, meet customer expectations and provide fiscal responsibility. Provides reports and consistent communication to Call Center Management on contact center related issues and overall status. Models and acts in accordance with Premera's values. What you will do: 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 (call flows, volumes, staffing levels and service levels), communicate actual activity compared to plan 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 and provide scenarios for Call Center Management. Analyze diverse sets of qualitative and quantitative data to answer business questions and improve organizational performance. Optimize planned results by working on complex or technical assignments within defined parameters of broader work processes, projects or deliverables. Responsible for maintaining workforce management system. Provide ongoing training to the Customer Service management team and representatives on call center dynamics via class room training and team meetings. Manage staffing throughout the day and adjust to improve customer experience and efficiency. Manage call-outs and PTO throughout the day. Communicate the current customer experience state and actions to leadership intra-day. Execute on pre-defined plans for staffing and maintain customer experience levels. Triage front-line system issues that are impacting customer experience and monitor resolution. Other duties as assigned. What you will bring: 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

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