WFM Intraday Analyst
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Monitors, reports and reviews intraday call center staffing, operational activity, processes and productivity to call center management to ensure attainment of service level standards. Recommends changes and assists management in efforts to maximize efficiency in all lines of business (e.g. FEP, Engagement, Commercial, OGB, ITS, BBS, BMS, Quality, Correspondence, and Medical Management).
Accountable for complying with all laws and regulations associated with duties and responsibilities.
ACTIVITIES OF DIRECT REPORTS
This position has no direct reports.
To do this job effectively the incumbent has to be in contact with: various internal departments including, but not limited to Member Services, Provider Services, Special Accounts, Engagement, FEP, ITS, BBS, OGB, Correspondence, IT, Network Administration, other Benefit Administration Management. Collaboration with vendors, IT, other plans and management is also necessary.
A Bachelor's Degree in Mathematics, Business or other analytical field is required. Four years of related workforce management experience may be used in lieu of degree.
Must have one of the following:
One year of experience in a call center environment and six months of workforce management experience consisting of real-time monitoring, scheduling and/or data analysis. Experience can run concurrently. Two years of accounting, financial analysis and/or statistical reporting experience. Prefer trend assessment and/or forecasting experience
Two years of advanced experience using Microsoft Excel with proven ability to create formulas, link sheets, create graphs and work with macros is required.
Must be proficient in and have working knowledge of Microsoft Word and Microsoft PowerPoint.
Strong mathematical, analytical and organizational skills are required.
Strong written and oral communication skills, diplomatic and inter personal skills and presentation skills are necessary. Requires the ability to facilitate meetings and training sessions with large groups and to explain telecommunication and IT needs to all levels of staff.
Proven ability to make decisions, prioritize, find solutions, and solve complex problems and work independently to meet deadlines.
Must be capable of handling multiple responsibilities concurrently with immense attention to detail.
Detailed knowledge and hands on experience working with an ACD system, such as Avaya CMS, and real time & historical reporting experience is preferred.
Baseline training and knowledge of Verintâ€™s Blue Pumpkin forecasting and scheduling utilities, or knowledge of a scheduling system such as eWorkforce Management, Totalviewâ€™s IEX or Blue Pumpkin is preferred.
Must be able to identify problems with software, pinpoint upgrade issues, find workarounds and ensure that governing metrics are clear and consistent with call center goals and expectations.
Strong diplomatic and interpersonal skills necessary.
ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS
Attend daily and weekly staffing review meetings to review and present call center productivity information to Call Center management and forecasting/scheduling team; to identify deficiencies and future risks, and to aid management with staffing changes required to meet customer service standards.
Manage over and under intervals to maximize occupancy and efficiency levels in the units we support. Approve or recommend additional times for discretionary activities to manage occupancy. Manage intraday staffing levels by shifting resources or agent skills based on call volumes and occupancy when threshold are in jeopardy to ensure ASA and service level goals are met.
Monitor real-time adherence alerts and real-time ACD agent work states using Verint and Avaya for over ten online and three offline departments to ensure proper coverage. Manage the call in line and accurately update reporting for these departments.
Administer intraday scheduling changes. Works closely with the call center, management, BCLI and training/quality teams for timely scheduling of training.
Partners with HR to ensure proper policies and procedures are followed in workforce management with regards to leave scheduling and the communication with/to the advisors, supervisors and managers.
Communicate identified intraday risks to management and other intraday analysts.
Perform other duties and assignments as directed.
The physical demands described here are representative of those that must be met by an employee to successfully perform the accountabilities (essential functions) of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
â€¢ Job duties are performed in a normal and clean office environment with normal noise levels.
â€¢ Work is predominately done while standing or sitting.
â€¢ The ability to comprehend, document, calculate, visualize, and analyze are required.
An Equal Opportunity Employer
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To improve the health and lives of Louisianians.
To be the market leader that delivers unsurpassed value to our customers through partnerships across the healthcare system.
**MEMBERS ONLY**SIGN UP NOW***. is incorporated as Louisiana Health Service & Indemnity company and is an independent licensee of the Blue Cross and Blue Shield Association. **MEMBERS ONLY**SIGN UP NOW***. is licensed to sell products only in the state of Louisiana.
BCBSLA is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any kind. It is the policy of BCBSLA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, BCBSLA will provide reasonable accommodations for qualified individuals with disabilities. If you are an individual with a disability and need assistance in applying for a position, please contact us at ~~~.
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