PURPOSE The Senior Analyst FP&A Workforce Planning & Operations Analytics develops long-range operational forecasts, workforce capacity models, and analytical tools that guide staffing, budgeting, and service-level decisions. The role combines financial planning, data analytics, and workforce modeling to deliver clear insights that optimize staffing and labor costs. This position is ideal for a data-savvy analyst looking to deepen FP&A and operational strategy experience while applying advanced technical skills, such as SQL, Excel, Python, Power BI, and MS Fabric/Azure.
ESSENTIAL FUNCTIONS
Forecasting & Demand Modeling • Develop driver-based demand forecasts using enrollment product changes, seasonality, regulatory shifts, digital adoption, and other operational trends. • Translate business growth, membership, product launches, group movement into actionable operational workload across all teams in operations, such as Call center, Claims, Enrollment, Billing, and SIU.
Workload Efficiency & Capacity Modeling • Model AHT (Average Handling Time), processing time, productivity, case duration, and other efficiency metrics across workflows. • Convert workload into monthly/quarterly FTE (Full-Time Equivalent) requirements, incorporating shrinkage, utilization, attrition, and ramp-up curves. • Apply Erlang C or equivalent methods to ensure staffing meets service-level targets. • Build base-high-low staffing scenarios for budget planning.
Governance, Collaboration & FP&A Support • Lead monthly forecast refreshes of models and contribute to quarterly capacity planning reviews with Operations, Finance, and Workforce Management. • Translate staffing needs into labor-cost forecasts for monthly outlooks, quarterly forecasts, and annual budget. • Partner with Workforce Management, Finance, Ops, and HR to align hiring plans and staffing strategy.
Analytical Insights & Reporting Solutions • Ingest and transform data from multiple systems to support accurate and timely forecasting and capacity planning using SQL, Python, and other analytical tools. • Build clear, insight-driven dashboards and reports, such as Power BI and Excel, that highlight demand trends, staffing needs, service-level risks, and financial impacts. • Maintain a structured Data Dictionary to ensure consistent definitions for volumes, AHT, FTE, shrinkage, and other key planning metrics across Operations, HR, Finance, and Workforce teams.
AdHoc & Strategic Projects • Support special analytical projects across FP&A, Operations, Cost of Care, and other health insurance business functions. • Provide deep dive insights into operational efficiency, productivity, digital adoption, and performance improvements.
SUCCESS INDICATORS
• Forecast accuracy, measured by MAPE (Mean Absolute Percentage Error), within target. • Staffing variance maintained within 5%. • High adoption of dashboards and modeling outputs. • On-time delivery of FP&A and operational planning insights. • Demonstrated partnership across Operations, HR, Finance, Workforce Management, and other relevant stakeholders.
SUPERVISORY RESPONSIBILITY The position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.
QUALIFICATIONS
Education Level • Bachelors Degree in Finance, Business Administration, or related field. • OR in lieu of a Bachelors degree, an additional 4 years of relevant work experience is required, in addition to the required work experience.
Experience • 5 years of experience in a finance or analytical role within the finance sector or quantitative analysis.
Preferred Qualifications
• MBA/MS, preferably in a quantitative and analytical discipline. • Specific experience building Excel-based financial models. • Understanding of healthcare marketplace dynamics and healthcare financial and operational reporting. • Strong proficiency in SQL, Excel, Power BI, Python, and Azure. • Familiarity with ETLELT workflows and BI semantic layer design. • Ability to model complex datasets and translate findings into actionable insights.
Knowledge, Skills, and Abilities (KSAs) • Ability to manage long-term projects, meeting deadlines, and ensuring compliance. • Ability to prepare ad-hoc analysis, experience studies, and reports. • Must demonstrate flexibility, innovation, and problem-solving skills and resourcefulness. • Ability to express technical and financial analysis in a clear, concise manner, both written and oral. • Strong mathematical acumen with a solid understanding of financial and accounting principles. • Excellent communication and influencing skills, able to interface with senior leaders in the business. • Proficient in Excel VBA, PowerPoint, and data analysis software, such as SAS, Access. • Good analytical skills, highly detail-oriented, and a thorough understanding of general economic theory as it relates to the lending and business environment.
Advanced • 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.
SALARY RANGE $80,280 - $159,445
SALARY RANGE DISCLAIMER The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as but not limited to the scope and responsibilities of the position, the candidates work experience, education, training, internal peer equity, market, and business consideration. It is not typical for an individual to be hired at the top of the range as compensation decisions depend on each cases facts and circumstances, including but not limited to experience, internal equity, and location.
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.
WHERE TO APPLY Please visit our website to apply: www.carefirst.com/careers
FEDERAL DISCLOSURE 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.
PHYSICAL DEMANDS The associate 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 associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
SPONSORSHIP IN US Must be eligible to work in the U.S. without sponsorship.