Job details

Workforce Manager

About Blue Cross

Blue Cross and Blue Shield of Minnesota is one of the most recognized and trusted health care brands in the world with 2.5 million members. We’re committed to reinventing health care to improve health for our members and the community. We hope you'll join us.

How Is This Role Important to Our Work?

As the Operations Workforce Manager, you will lead and develop the omni-channel contact center workforce management team, providing oversight of contact center forecasting, real time call management, and agent scheduling to meet and exceed our customer expectations while ensuring we meet budget objectives. The Member Services Contact Center is currently developing new capabilities, and this role will take part in the new technology implementation. The Workforce Manager will also partner closely with key business collaborators to understand needs and develop and complete resourcing plans to successfully meet service levels to optimize performance.

A Day in the Life:

Lead operational execution across core workforce management functions (i.e., volume forecasting, capacity planning, arrival pattern analysis, schedule creation, intraday tracking, and adjustment for planned and unplanned events).
Oversee, monitor, and lead the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.
Real-time management of service performance for both internal and vendor resources.
Develop the team to be able to perform sophisticated analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes.
Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
Assist business leaders to gain insights of workforce issues, identify potential limitations to achieve business strategies and help develop plans to overcome constraints.
Escalates technical issues that may impact the contact center and acts as a key resource in issue resolution.
Leads the department including interviewing and hiring employees following required EEO and Affirmative Action guidelines and ensuring employees receive the accurate training.
Conducts performance evaluation, and is responsible for managing employees, including skill and career development, policy administration, mentoring on performance management and behavior, employee relations and cost control.
Maintains business relationships with clients and customers and establishes strong working relationships throughout the organization.
Leads or participates in internal workgroups to represent the consumer perspective and facilitate change to business workflows and technology.

Nice to Have:

Bachelor’s degree in business or related field
Knowledge of scheduling and forecasting Chat functionality
Experience working with BPO vendor resources

Required Skills and Experiences:

5+ years of related professional experience. All proven experience including work, education, transferable skills, and military experience will be considered.
Demonstrated workforce management experience in a call center.
Strong knowledge of WFM technologies and practices, specifically workforce management software and timekeeping systems, preferably NICE CXOne, IEX, Workday.
Advanced Microsoft Excel experience.
Strong business acumen to support the business in a matrixed environment.
Demonstrated ability to coach and develop others required.
Demonstrated ability to lead and manage projects.
Strong analytical skills and ability to use sound judgment in resolving complex issues.
Excellent communication skills and demonstrated ability to develop accurate and appropriate communication.
Strong facilitation and presentation skills.

Role Designation:

Teleworker

Role designation definition: Teleworking is working full time remote. Hybrid is a combination of working onsite and remotely. Onsite is full-time onsite.

Make a difference

Blue Cross is an Equal Opportunity and Affirmative Action employer that values diversity. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on race, color, creed, religion, sex, national origin, genetic information, marital status, status with regard to public assistance, disability, age, veteran status, sexual orientation, gender identity, gender expression, or any other legally protected characteristic.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to talent.acquisition@bluecrossmn.com.

All roles require a high school diploma (or equivalency) and legal authorization to work in the U.S.

Blue Cross® and Blue Shield® of Minnesota and Blue Plus® are nonprofit independent licensees of the Blue Cross and Blue Shield Association.