Posted on 05/10/2012
Company: Blue Cross Blue Shield of Michigan
Technical Analyst
Location: Detroit, MI

Contact Person:  Sandra King, Sr. Consultant in Talent Acquisition
313 225-7585


Blue Cross and Blue Shield of Michigan has an opening in downtown Detroit, Michigan for a Technical Analyst in Workforce Management. Will be responsible for the analysis and enforcement of WFM best practices with a particular focus on technical and analytic responsibilities. Reporting to the Senior Technical Analyst, the role will utilize forecaster/scheduler software to provide information on call center trends and forecast/schedule support for call centers.
Capture and manage data in support of operational analysis and reporting. Responsible for day-to-day monitoring of the outsourcing plan. Manage call volume/AHT short-term forecasting. Analyze call center data, identify trends, and make recommendations based on trend analysis. Design and maintain database/spreadsheet models. Analyze and implement adjustments to scheduling models. Evaluate call center performance against benchmark data. Other duties may be assigned.

  • Bachelor’s Degree in related field preferred.
  • Two (2) to three (3) years experience in a forecasting or Scheduling Analyst role required.
  • Knowledge of Blue Pumpkin and Aspect technology workforce planning capabilities required.
  • High level of skill in data analysis including comprehension of math and statistics.
  • Ability to create and build collaborative working relationships with call center line leaders.
  • Effective verbal and written communication skills.
  • Good understanding of call center operations, call routing, and ACD systems.
  • Excellent interpersonal skills necessary to interact with all levels of personnel.
  • Proficiency in Microsoft Office; with advanced knowledge of Excel required
  • Ability to meet deadlines and manage changing priorities.
  • Other related skills and/or abilities may be required to perform this job.