Call Center Analyst, Workforce Management

Workforce Classification:

Telecommuter

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.

Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we're able to better serve our customers. It's this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace. (

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: .

If you thrive at the intersection of analytics, strategy, and service, this is your opportunity to make a meaningful impact. As a Call Center Analyst, Workforce Management , you will play a vital role in shaping the member experience by ensuring the right resources are in place at the right time. In this dynamic position, you'll turn data into action, partner closely with leadership, and help drive smart staffing decisions that improve service, support operational excellence, and contribute to Premera's commitment to delivering exceptional care and service.

The Call Center Analyst is a multifaceted role that combines analytical acumen with operational coordination to optimize call center performance. This professional acts as the bridge between data-driven insights and frontline execution, ensuring the efficiency of call center operations and meeting key performance metrics to deliver outstanding customer experience and meet budget goals. Responsibilities include short-term forecasting and scheduling, metrics reporting and analysis, real-time monitoring of the Premera call queues and staff schedules and driving internal/external processes that improve the efficiency and accuracy of employee staffing. The analyst will be able to independently identify and respond to unexpected changes in the call volume or staffing and determine the appropriate adjustments to meet performance metrics. Collaborates with key business partners and provides strategic recommendations to maximize resources, meet customer expectations and provide fiscal responsibility. Provides reports and consistent communication to Call Center Management on contact center related issues and overall status. Models and acts in accordance with Premera's values.

What you will do:

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.

• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.

• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system.

• Administer staff scheduling needs and time off requests in a fair and consistent manner.

• Monitor call center activity (call flows, volumes, staffing levels and service levels), communicate actual activity compared to plan and make recommendations for immediate changes to ensure call center coverage meets customers' needs.

• Monitor and record all exceptions to planned schedules to provide current analysis.

• Advise Call Center Management of expected performance concerns and recommend solutions.

• Create and distribute ad hoc reports as needed to analyze trends and provide scenarios for Call Center Management.

• Analyze diverse sets of qualitative and quantitative data to answer business questions and improve organizational performance.

• Optimize planned results by working on complex or technical assignments within defined parameters of broader work processes, projects or deliverables.

• Responsible for maintaining workforce management system.

• Provide ongoing training to the Customer Service management team and representatives on call center dynamics via class room training and team meetings.

• Manage staffing throughout the day and adjust to improve customer experience and efficiency.

• Manage call-outs and PTO throughout the day.

• Communicate the current customer experience state and actions to leadership intra-day.

• Execute on pre-defined plans for staffing and maintain customer experience levels.

• Triage front-line system issues that are impacting customer experience and monitor resolution.

• Other duties as assigned.

What you will bring:

• An Associates Degree or relevant technical certification or two years of work experience (Required).

• Two years of call center forecasting and scheduling experience (Required).

• Three years of customer service experience (Required).

• Experience with Workforce Management software and/or experience in the healthcare field.

• Experience in HealthCare Operations.

• Previous experience in a role performing data analysis and reporting.

What you will gain:

Strategic decision-making under pressure

Strengthen your ability to make sound, timely decisions when conditions shift quickly-balancing service goals, staffing realities, and business priorities in real time.

Executive communication and influence

Translate operational realities into clear recommendations for leaders. Continue developing how to communicate insights in a way that builds trust, drives action, and supports strong decisions.

Systems thinking

Beyond managing day-to-day staffing, you will deepen your ability to see how scheduling, training, call patterns, technology issues, and customer experience all influence one another across the broader operation.

Change agility

Workforce environments can shift fast. You will continue to build the ability to adapt quickly, stay composed through ambiguity, and help others navigate operational changes with clarity and confidence.

Business storytelling with data

Not just reporting numbers, but using data to tell a meaningful story-identifying what matters, explaining why it matters, and help leaders understand the implications for performance, staffing, and member experience.

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• Medical, vision, and dental coverage with low employee premiums.

• Voluntary benefit offerings, including pet insurance for paw parents.

• Life and disability insurance.

• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.

• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.

• Generous paid time off to reenergize.

• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.

• Employee recognition program to celebrate anniversaries, team accomplishments, and more.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks make your trip to work less impactful on the environment and your wallet.

• Free convenient on-site parking.

• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.

• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.

• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.

• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

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 View email address on click.appcast.io or via phone at View phone number on click.appcast.io.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin .

The pay for this role will vary based on a range of factors including, but not limited to, a candidate's geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Salary Range:

$58,600.00 - $93,800.00

National Plus Salary Range:

$66,800.00 - $106,900.00

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska .

We're happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We're committed to creating an environment where all employees are celebrated for their unique skills and contributions.

At Premera, we make healthcare work better. By focusing on improving our customers' experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives.

As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services.

Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.