Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware

Job Summary:

• Analyze data for the purpose of predicting future call volumes and provide recommendations for staffing requirements accordingly for both internal and outsourced staff.
• Utilize the call center databases (Workforce Management System, Telephone Switch, etc.) to extract data for analysis purposes.
• Identify trends and root cause analysis; optimize schedules for call centers based on forecast analysis and best practices to ensure efficiencies.
• Analyze PTO submissions and approve/deny based on their effect on operations.
• Review performance from previous month against forecasts to determine if adjustments need to be made to original forecast. Taking into account PTO, shrink and other employee factors to determine effect on operations and any PTO warrants denial.
• Lead meetings with management and operations team to review call center trends, while articulating future forecasts around key metrics such as volumes, AHT, Shrinkage, etc.
• Collaborate with various departments across the Service division to understand what drives call center performance/results
• Provide reports to management on the daily, weekly, monthly, quarterly, and yearly findings.
• Monitor attendance and schedule adherence communicate to management those agents that are outliers coming in under target adherence goals.
• Coordinate telephonic changes with Telecom and business management. Responsible for taking the lead in making sure that request for new skills/VDNs/Vectors are processed. Ensure that open enrollment skills are prepared and timely set up, and that agents are correctly skilled.
• Perform other relevant tasks as assigned by management.

Education/Experience:

• Bachelors degree preferred
• 3-5 years experience in workforce management preferably in contact centers with at least 50 employees
• (2-3) years experience in a health insurance industry or professional business related field.
• Experience with workforce management software (scheduling, performance tracking, reporting)
• Experience with Verint or other WFM solutions highly preferred.

Knowledge:

• Knowledge of Healthcare industry helpful.
• Ability to balance multiple priorities.
• Team player, strong analytical and interpersonal skills.
• Proficient in MS Word, MS Excel and MS PowerPoint.

Skills and Abilities:

• 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

Salary Range:

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)

• Retirement Plans

• Generous PTO

• Incentive Plans

• Wellness Programs

• Paid Volunteer Time Off

• Tuition Reimbursement

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. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.