This position report into the Sr. Manager of Workforce Planning (WFP) and will provide workforce management real-time data analysis and recommendations to complex business challenges using Verint Workforce Management tool and other workforce management techniques. This position supports multiple contact centers across the Service and Operations division (Member Service, Medicare Markets, Provider Service, Dental Provider Service, Federal Employee Program, and Omni Channel Teams).

Job Responsibilities

• Develop short and long-term contact forecast for Service and Operations contact centers. This includes inbound calls, live chats, emails, faxes and written correspondence.
• Provide Real Time (RTA) support which includes taking calls from Workforce Planning Helpdesk, WFP emails and other ad hoc tasks.
• Maintenance of Verint workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between Verint and service center representatives.
• Produce reporting and data driven recommendations to service center management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff model.
• Oversee internal and third-party staff across multiple different locations to ensure appropriate staffing and optimal performance.
• Builds successful interpersonal relationships with business partners and leadership across the Service and Operations Division.
• Collaborates with peers and leaders across the division to meet service level agreements.
• Partner with fellow analysts and service center leaders in the development and maintenance of tactical planning for the service centers of key off phone activities (Trainings, Employee Resource Group and Community Service events, etc.).
• Work within an existing high performing team to deliver high-quality standard reporting with recommendations.

Qualifications:

• Comfortable with Microsoft products specifically Excel and PowerPoint.
• Solid initiative, driven self-starter; able to work independently and manage results.
• Understand details and operational realties.
• Strong analytical skills.
• Strong communication skills, both written and oral.
• Collaborative and with the ability to work on cross-functional teams effectively.
• Positive attitude, flexibility and ability to work within tight time constraints or various schedules as needed.
• Ability to differentiate between important and urgent deliverables, requests and issues.

Experience and Education:

• 4 - 6 years of call center experience.
• Bachelors degree in business, healthcare, or related experience including utilization of Workforce Management Technology a preferred.
• Strong analytical, problem resolution skills.
• Strong attention to detail, process, deadlines and quality results
• Ability to lead complex deliverables, initiatives, and represent the team through planning and leading operational/cross-functional teams
• Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.

Blue Cross Blue Shield of Massachusetts is an Equal Employment Employer - veterans/disability. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.

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The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap and imposter syndrome can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.