CareFirst Careers

Workforce Management Analyst

Resp & Qualifications


1. Update, distribute and analyze miscellaneous reports from Aspect eWorkforce Management System (TCS), Symposium, and other relevant sources, making recommendations on how to increase productivity and efficiency without negative impact on quality.  Support and train Operations Leadership on call center system utilization and functionality.

2. Continuous monitoring of Real Time Display systems (RTA/RTD/iNOVA) to identify queues, maintain service levels and ASA, identify unproductive associates, and manage areas with unusual calling patterns (high volume, low volume, etc.).  Responsible for regulating real-time call volume in a multi-skill call center environment by utilizing skills based routing software to balance supply and demand.  Maintain effective lines of communication with management and supervisory personnel escalating any areas of concern (extended wait times, downtime/outages, staffing shortages, etc.) that endanger benchmarks.  Monitor supported call center systems including, but not limited to:  Aspect eWorkforce Management (TCS), RTA, Symposium ACD, iNOVA LightLink, and Virtual Hold (VHT) to ensure optimal functionality.

3. Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for intra-day staffing adjustments. Manage Actual on-line/Required on-line and Scheduled on-line/Actual on-line to ensure there is sufficient staffing to meet actual call volume and office adherence metrics.  Assess availability for training, special projects, and other off-line functions.  Escalate to supervisors any associates with patterns of extended breaks, lunches, and unaccounted for/off-phone time.  Track performance of call routing strategy and make recommendations to improve service levels/efficiency.

4. Proactively develop and enhance system skills and abilities to ensure the ability to troubleshoot and maintain supported systems.  Assist in carrying out disaster recovery plans when necessary.  Special departmental assignments and/or projects as assigned.


Required: This position requires a four-year degree in business, statistics, or related area and/or equivalent work experience with 1-3 years in a Scheduling, Forecasting, or Traffic environment.

Flexibility and the ability to work under time constraints, adapt to shifting priorities, to work independently as well as part of a team are required.

Abilities/Skills: Above average PC skills and above average experience in the use of Microsoft Office, particularly Excel. Problem solving and analytical skills a must. Communication skills (both verbal and written) are essential. Strong sense of urgency with ability to work in a fast pace and changing environment.

Must be able to effectively work in a fast paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.  Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.   Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Preferred:  Experience utilizing workforce management software (TCS, IEX, Blue Pumpkin, etc.) and Real-Time Adherence displays.


Department: Operations Support

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: 12/20/2018

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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