CareFirst Careers

Senior Workforce Management Analyst

Resp & Qualifications


1. Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of the following: long range capacity and workload requirements, day of week and intra-day call volume forecasts. Responsibilities also include development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements, provide analysis and recommendation for ongoing adjustments and improvements to staff levels, skill groups and capacity plans.  Incumbent will evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes.  Provides effective work schedules for call-handling positions to most efficiently meet ASA and service level requirements as defined by management. Also, maintains and supports workforce management software.

2. Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information.  Designs, builds, and maintains databases and/or spreadsheets tracking key service statistics.  Import data from other database sources as needed to generate reports.  Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures.  Performs regular and ad hoc reporting as required.

3. Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans, including skills based routing methodology.  Monitor and report schedule adherence. 

4. Participate in scheduled Forecasting / Planning meetings.  May be asked to coordinate the activities of other Workforce Management Team members.  Assist in carrying out disaster recovery plans when necessary.  Complete special projects as assigned.


This position has no supervision over others, however, may coordinate a project team of 5-10 associates depending on the project.

Required: Requires High School diploma or equivalent with  5 years of experience in a Scheduling/Forecasting environment within a Call Center.

Abilities/Skills: Proficient in Microsoft Applications including, Word, Excel, and Access. Ability to define problems, collect data, establish facts and draw valid conclusions. Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail. Must have excellent interpersonal, oral and written communication skills. Ability to work independently and collaboratively is also required.

Preferred:  A four-year degree with a concentration in Mathematics or Statistics. Experience with Workforce Management (i.e. IEX, TCS, Blue Pumpkin), ACD and reporting software preferred. Familiar with basic call handling and routing technology preferred.



Department: Enrollment Business Services

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply:

Closing Date

Please apply before: 7/28/2018

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.


The physical demands described here are representative of those that must be met by an employee to perform the essential duties and responsibilities of the position successfully.  Requirements may be modified to accommodate individuals with disabilities.

The employee is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The employee must frequently talk and hear.  Weights of up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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