Scheduling Analyst, Workforce Management

This is a fully remote position, open to applicants in Alaska, +26 more states.

📋 Description

• Collaborate with leadership to gain insights into customer experience and adjust staffing accordingly.

• Develop and manage Customer Service staff schedules to ensure service-level coverage.

• Organize training sessions, meetings, and other events within the workforce management system.

• Fairly and consistently manage staffing requirements and time-off requests.

• Oversee call flows, volumes, staffing levels, and service performance.

• Relay actual activities versus planned expectations and suggest immediate staffing adjustments.

• Track and document deviations from planned schedules.

• Provide guidance to Call Center Management on performance issues and recommend actionable solutions.

• Generate and distribute ad hoc reports to evaluate trends and scenarios.

• Examine qualitative and quantitative data to address business inquiries and enhance performance.

• Maintain the workforce management system effectively.

• Educate Customer Service management and representatives on call center operations.

• Supervise intraday staffing adjustments, callouts, and paid time off.

• Update leadership on customer experience status and related actions.

• Implement staffing strategies to uphold customer experience standards.

• Address frontline system issues impacting customer experience and oversee resolution efforts.

• Carry out additional duties as assigned.

⛳️ Requirements

• Associate’s degree or relevant technical certification, or two years of work experience (Required).

• A minimum of two years of experience in call center forecasting and scheduling (Required).

• At least three years of customer service experience (Required).

• Experience with Workforce Management software and/or in the healthcare sector (Preferred).

• Background in HealthCare Operations (Preferred).

• Previous experience in data analysis and reporting (Preferred).

• Availability to work from 8 am to 4:30 pm PDT (Required).

• Capability to perform sedentary work and occasionally exert up to 10 lbs. of force.

• Proficient in keyboarding and able to communicate clearly and understandably in person and over the phone.

• Must reside or work in an eligible hiring state as listed by Premera, subject to role or city limitations.

🏝️ Benefits

• Comprehensive medical, vision, and dental coverage with low employee premiums.

• Optional benefits, such as pet insurance.

• Life and disability insurance provided.

• 401(k) with employer matching contributions.

• Pension plan eligibility after three years of service.

• Wellness incentives, counseling services, stress management, and mindfulness programs.

• Generous paid time off policy.

• Tuition assistance for undergraduate and graduate studies.

• Employee recognition initiatives.

• Commuter benefits available.

• Complimentary and convenient on-site parking.

• Subsidized on-campus cafes.

• Health and wellness activities available on-site.

• Fitness and well-being center offering in-person and virtual workouts along with nutritional guidance.

• On-site recreational opportunities including shuffleboard and ping pong.