Workforce Optimization Analyst, Consultant

Workforce Optimization Analyst, Consultant

Your Role

The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPIs while looking for opportunities to gain efficiency.. The Workforce Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline inventory, and call patterns to forecast workload needed to support various channels. The analyst will develop KPI reports and communicate with leaders on opportunities and risks to performance.

Your Work

In this role, you will:

• Coach team members and acts as a functional SME
• Anticipate and handle critical situations with solid business solutions
• Analyze all CE operational workflows where inventory and/or call volumes dictate staffing/resources needs: contact center trends (including call volumes and call patterns), claims and membership inventory to forecast workload needed to support various channels
• Ensure member service needs are met through accurate forecasting in support of various business areas
• Delivers results of analysis and recommendations to various business partners and leadership to support the Blue Shield of California mission
• Create long term and short term forecasts
• Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office functions.
• May instruct, guide and oversee work of lower-level professionals and/or non-exempt staff.
• Works closely with operations leaders to understand headcount levels, helps develop hiring plans and maintain staff plans.

At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in , Join us!

Your Knowledge and Experience

• Requires a bachelors degree or equivalent experience
• Requires at least 7 years of prior relevant experience in scheduling, forecasting or capacity planning to include advanced utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems.
• Requires Advanced Microsoft Excel skills to include pivot tables, formula usage, etc.
• Preferred Working knowledge of Verint Workforce Management Software
• Preferred 4+ years experience demonstrating application of mathematical and analytical skills, problem-solving, and forecasting methodologies applicable to workload forecasting including correlation modeling
• Experience in Contact Center and Claim Processing environments

Pay Range:

The pay range for this role is: $85,600 - $128,400

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.