Summary
 

The Workforce Management (WFM) Analyst is responsible for ensuring the efficient operation of the Contact Center through real-time monitoring, forecasting, scheduling, and optimization of Customer Service Advocates' (CSAs) performance. This role combines real-time analysis and predictive forecasting to address immediate operational needs, optimize staffing levels, and enhance Contact Center efficiency. The WFM Analyst will leverage historical data, real-time metrics, and workforce management tools to ensure service level agreements (SLAs) are met and agent workloads are balanced. This position requires close collaboration with Contact Center leadership and the WFM team to identify trends, resolve issues, and implement improvements.

Description
 

Location: This is a full-time position (40-hours/week) Monday-Friday. Based on performance you will be given the opportunity to work in office Monday-Wednesday and W@H Thursday-Friday. You are required to work in office Monday-Wednesday, with no exceptions. Work schedule is flexible as long as it's between 7AM-6PM.

What You’ll Do:

• Track the real-time volume of incoming calls and corresponding handle times, addressing real-time issues to maintain SLAs. This includes monitoring call volume, agent availability, system outages, average speed to answer, and making real-time adjustments to staffing levels to optimize agent workload. Identifies issues requiring intervention and escalates to Contact Center leadership, providing necessary context for resolution.

• Leverage historical and projected data to develop staffing schedules for CSAs across various LOBs. This includes predicting call volumes, creating schedules that account for peak periods, holidays, and special events, and ensuring compliance with company policies. Collaborates 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. Supports 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

To Qualify for This Position, You'll Need the Following:

• Required Education: Required Education: Bachelor's degree.

  Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience

• Required Work Experience: 2 years of experience in workforce management roles, including real-time monitoring, forecasting, and scheduling within a contact center or customer service environment.

• Required Skills and Abilities: Analytical Skills: Strong ability to analyze real-time and historical data to make quick and data-driven decisions. Technical Proficiency: Proficiency in workforce management software and tools (preferred: Genesys). Statistical Knowledge: Understanding of statistical methods and predictive analytics. Attention to Detail: High level of accuracy and attention to detail. Communication Skills: Excellent written and verbal communication skills. Problem-Solving Skills: Ability to identify issues and develop effective solutions. Time Management: Ability to manage multiple tasks and prioritize effectively. Flexibility: Ability to work shifts, including evenings, weekends, and holidays, as needed. Stress Management: Ability to perform well under pressure and handle high-stress situations.

• Required Skills and Abilities: Proficiency in contact center software and workforce management tools. Familiarity with technology for robust data analysis. Proficiency in contact center software and workforce management tools.

We Prefer That You Have the Following:

• Preferred Education: Bachelor's degree in business, Statistics, Administration, Data Science, Supply Chain, or related areas.

• Preferred Work Experience: Experience in being responsible for scheduling and resource optimization is preferred. Call center experience 

• Preferred Software and Other Tools: Genesys experience preferred

Our Comprehensive Benefits Package Includes the Following:

We offer our employees great benefits and rewards.  You will be eligible to participate in our benefits program the first of the month following 28 days of employment.  

• 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

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

What To Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information.

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