Carefirst workforce management

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Hello, how can we help you today? Here are some popular searches right now, or try searching for something more specific. Next Step All of our solutions are bespoke and designed to meet the needs of each individual organisation.

We work with organisations ranging from 30 employees to over , employees. Customer login. Click to Login. Contact us. Import data from other database sources as needed to generate reports.

Assess availability for training, special projects, and other off-line functions. Data Analysis: Produce adhoc reports to provide detailed analysis of call center operations.

Identify areas of opportunity, trends and detailed statistical analysis at the individual, team, business unit, product, and departmental level. Ensures critical performance standards are met by proving management with ongoing updates on the overall performance of the call center.

Communicates performance trends and impact on goal achievements. 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. 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 as needed on call center system utilization and functionality. Project Management: Design, planning, and implementation of projects. May be asked to coordinate the workforce management activities of other team members.

Assist in carrying out disaster recovery plans when necessary. Complete special projects as assigned. Proactively develop and enhance system skills and abilities to ensure the capability of troubleshooting and maintaining supported systems.

Expertise in the full range of call center applications. 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. Demonstrates excellent interpersonal, oral and written communication skills.

Strong math aptitude with proven problem solving and analytical ability. Must be able to effectively work in a fast paced technical 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 in a manner that provides positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging. Ability to define problems, collect data, establishes facts, and draw valid conclusions.

Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail. Ability to work independently and collaboratively on a team is also required. Experience with Workforce Management software i. Familiar with basic call handling and routing technology preferred. 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.

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CareFirst must be future-ready as we emerge as a more hybrid workforce that is deeply engaged in communities throughout the region. CareFirst already required their workforce to be fully vaccinated if engaging in person with the community and business partners on behalf of the company. The company continues to provide updated educational resources from medical experts on the safety and efficacy of the COVID vaccines in partnership with community organizations.

While strong vaccine efficacy and a recent increase in vaccination rates have allowed us to feel hopeful, obstacles to achieving our better, healthier normal remain.

Vaccination is the best resource we have to safeguard everyone and get better together. These safety measures serve as an extension to protect employees and the various populations they interface with throughout the region. As a precaution, CareFirst employees and contingent workers will not be required to attend in-person functions or meetings where similar protocols are not enforced.

CareFirst will continue to work with jurisdictions and public health authorities to provide support, identify and eliminate barriers and create solutions to coronavirus care for our members and the communities we serve. Skip Navigation. Login Register. Have questions about health insurance? Weights up to 25 pounds are occasionally lifted. Must be eligible to work in the U. Execution of the business strategy and overall design of the Customer Service Center organization.

Provides reports and analysis to Customer Service Center leadership to assist in making informed business decisions. Create and maintain a quality work environment that motivates team members to perform at their highest levels and affects positive employee and business partner relationships. Creates a desire to excel by recognizing, rewarding, training and informing.

Suggests and influences process changes for the Workforce Management Analyst role. Ensure that each direct report is effectively communicating with their respective business partners continuously.

Participate in and support Continuous Improvement activities that are scalable through the Customer Service center organization. Creates Standard Work documentation for the Workforce team to align on consistent processes. Demonstrated leadership skills Knowledge, Skills and Abilities KSAs Must be able to provide clear and concise direction in a rapidly changing environment Strong sense of customer service Strong analytical and quantitative aptitude Microsoft Office 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.