Horizon Blue Cross Blue Shield of NJ Call Center/Workforce Analyst in Wall, New Jersey

Call Center/Workforce Analyst

Job ID: TF042018-11477

Description:

Job Summary:

Primary responsibilities include working with Service Division contact centers to evaluate all aspects of forecasting, staffing and capacity planning. Define short and long term call volume and staffing projections based on historical trends and future business and call routing strategy. Provide contact center leadership with quantitative reports and analysis of trends and provide recommendations for improvement.

Responsibilities:

  • Business administrator of WFM software, Strategic Planner and WFM Database

  • Owner of CHAT Salesforce system, as well as manage QA process with Salesforce feed into the workforce system

  • Maintain/Manage CMS/Verint feeds into workforce management database Owner of long range call volume and staff forecast process based on requirements and historical trends.

  • Prepares forecast and staffing analysis, including outsourcing requirements, based on actual call volumes and agent availability using Workforce Management tool and statistical trending

  • Track, analyze and report center and agent performance with reports from WFM Software and ACD

  • Analyze and report historical data and trends and develop forecast models

  • Generate long-term forecast

  • Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks

  • Coordinate long term forecast plan with WFM analyst, discussing trends around volume/average handle time.

  • Perform other duties and assignments as directed:

Knowledge/Skills:

  • Knowledge of Healthcare industry helpful.

  • Proficient in MS Word and MS PowerPoint.

  • Highly proficient in MS Excel/Database development

  • Strong mathematical, analytical, communication, and organization skills

  • Knowledge of call center fundamentals including queuing theory, call center metrics and forecasting processes

  • Previous experience with ACD reporting and administration experience desired

  • Ability to balance multiple priorities.

  • Demonstrate strong analytical skills with emphasis on forecasting

  • Ability and willingness to learn new software applications

  • Skills in complex problem solving, judgment, critical thinking and decision making

  • Ability to be highly organized with an emphasis on accuracy and timeliness

  • Ability to organize information and have attention to detail and accurately follow procedures

  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time

  • Experience in building, analyzing, and manipulating call center capacity and statistical models

  • Must have effective verbal and written communication skills and demonstrate the ability to work well within a team.

  • Demonstrated ability to deliver highly technical information to less technical individuals.

  • Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development.

  • Proven time management skills are necessary.

  • Must demonstrate the ability to manage multiple priorities], deliver timely and accurate work products with a customer service focus, and respond with a sense of urgency as required.

  • Proven ability to exercise sound judgment and strong problem solving skills.

  • Proven ability to ask probing questions and obtain thorough and relevant information.

  • Must be detail oriented with strong organizational and data processing skills. Proven ability to follow detailed instructions is essential, along with proven problem solving skills.

  • Proven analytical, research and problem solving skills a must.

  • Must demonstrate the ability to learn quickly and apply learning to new situations. Must exhibit flexibility to change as appropriate.

Education/Experience:

  • Requires Bachelor's degree from an accredited college or university, preferably in Mathematics, Statistics or Business Administration.

  • Requires minimum of 5 years of call center forecasting experience

  • Prefer two to three (2-3) years’ experience in a health insurance industry or professional business related field.

  • Experience with workforce management software (scheduling, performance tracking, reporting)

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law.

Requirements:

EducationBachelors

Job LevelIndividual Contributor

Expertise--Finance Data Management & Analysis

Job TypeFull Time

LocationWall, NJ

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law.