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.
Your Knowledge and Experience
- Requires a bachelor's degree or equivalent experience
- Requires at least 7 years of prior relevant experience
- Requires 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.
- Experience in Contact Center and Claim Processing environments
- Preferred 4+ years' experience demonstrating application of mathematical and analytical skills, problem-solving, and forecasting methodologies applicable to workload forecasting including correlation modeling
- Preferred Working knowledge of Verint Workforce Management Software
Pay Range:
The pay range for this role is: $96,470.00 to $144,760.00 for California.
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.
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