Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
4/17/2019
Job Category:
Analysis
Forecasting Analyst
(This job is no longer available)
Premera Blue Cross | Spokane, WA
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Job Description

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.

To better serve our customers, we're creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

The Forecasting Analyst, Workforce Management is responsible for facilitating the development of the call center forecasts, budget, and analyses. In this role, you will establish and maintain the department's capacity planning staffing models which drive the hiring and training needs. This role requires strong analytical capabilities to solve complex problems and advanced technology skills to continuously improve accuracy and process efficiency.

What you will do:

* Collaborate with company management to identify key business issues, outline strategic alternatives and recommend action plans to senior management.
* Develop analytical tools and models to support strategic business planning. Generate ad hoc reports to include trend analysis as requested by operations management and Call Center Scheduling Analysts.
* Consult with customers on complex projects and identify financial impacts.
* Participate in strategic business planning and provide forecasting and analysis expertise.
* Measure and report on accuracy rates by month, day, and interval.
* Work with the scheduling team to determine the cause of variance between forecasts and actual results. Suggest staff, shift, and skill realignment to gain economies of scale.
* Estimate the impact of future activity (system changes, process changes, training classes, communications, etc.) on contact handle time and volume projections.
* Research, compile and maintain historical data required for management records and extensive analysis.Examine historical data to recommend skill and staffing patterns based on daily statistics for hiring and training class assignments.
* Back up the Call Center Scheduling Analysts and Team Leader by functioning in that capacity when there is an absence.
* Provide budgeting figures to project skill and staffing needs in monthly and annual timeframes. Load and maintain corporate budget tool.

What you will bring:

* Bachelor's Degree plus five additional year of relevant experience.
* Five years of workforce management experience in a contact center environment is preferred.
* Experience with Workforce Management software and/or experience in the healthcare field is preferred.

#LI-SS1

What we offer

* Medical, vision and dental coverage
* Life and disability insurance
* Retirement programs (401K employer match and pension plan)
* Wellness incentives, onsite services, a discount program and more
* Tuition assistance for undergraduate and graduate degrees
* Generous Paid Time Off to reenergize
* Free parking

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 status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

About Premera Blue Cross

Premera Blue Cross is a non-profit health services corporation and an independent licensee of the Blue Cross Blue Shield Association. Premera Blue Cross has been providing coverage to groups and individuals of Washington state since 1945 and Alaska since 1957. Headquarters are located in Mountlake Terrace, Washington, with district offices in Spokane, Wenatchee and Tri-Cities Washington, and Anchorage, Alaska. The Premera Blue Cross HMO plan, HealthPlus, is one of only two health plans in Washington to be awarded Excellent Accreditation from the National Committee for Quality Assurance (NCQA), as of March 2000.