Scheduling Analyst, Workforce Management

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The Scheduling Analyst, Workforce Management 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.

• 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 in 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 classroom training and team meetings.
• Manage staffing throughout the day and adjust to improve customer experience and efficiency.
• Manage callouts and PTO throughout the day.
• Communicate the current customer experience state and actions to leadership intra-day.
• Exe…