Blue Cross And Blue Shield Association El Dorado Hills , CA 95762
Posted 2 months ago
Your Role
The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI's 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
Provide data and additional information to be used for capacity planning
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 the 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.
Blue Cross And Blue Shield Association