Scheduling Analyst, Workforce Management

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/.
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.
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 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.
· Execute 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:
· Associate’s degree or relevant technical certification or two years’ work experience. (Required)
· Two years of call center forecasting and scheduling experience. (Required)
· Three years’ customer service experience. (Required)
· Workforce Management software experience and/or experience in the healthcare field. (Preferred)
· Experience in HealthCare Operations. (Preferred)
· Previous experience in a role performing data analysis and reporting. (Preferred)
· Able to work 8am to 4:30pm PDT. (Required)
What you will gain:
· Hands-on experience with workforce forecasting, scheduling, and real-time call center operations.
· Stronger data analysis, reporting, and problem-solving skills.
· Opportunities to influence staffing decisions and improve customer experience.
· Experience in collaborating with leadership and key business partners.
· Greater expertise with workforce management systems and call center performance metrics.
Physical Requirements:
The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation: This is primarily a sedentary role which requires the ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. This role requires the ability to keyboard and to communicate clearly and understandably in person, and over the telephone.
Premera total rewards
Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:
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, believe it or not, a pension plan that is vested after 3 years of service.
Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
Generous paid time off to reenergize.
Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
Employee recognition program to celebrate anniversaries, team accomplishments, and more.
For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.
Commuter perks make your trip to work less impactful on the environment and your wallet.
Free convenient on-site parking.
Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.
Equal employment opportunity/affirmative action:
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital sta