WFM Optimization Consultant
Blue Cross Blue Shield of Michigan

Job Info

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This position can be located out of the Detroit (Whitmer), Lansing, or Grand Rapids BCBSM locations. This role will be responsible for partnering with Service Ops leadership to align contact center staffing plans with the needs of the business. This will involve development of cost control scenarios/strategies, Service Ops project management/implementation, and executive level reporting on performance and spending. The WFM Optimization Consultant will be expected to identify opportunities for improvement in existing budget development and spend allocation procedures. In addition, this role will also support the forecasting team in the creation, implementation, and socialization of monthly Service Operations call center forecasts. It is critical that this person be able to work effectively with multiple levels of leadership up to and including the VP level, both within Service Operations and throughout the BCBSM organization.

This role is responsible for providing consultative and analytic support to the BCBSM and BCN call center line of business leaders and business partners associated with their areas of responsibility. In addition to performing data analytics activities and providing actionable insight to the line of business, this role is responsible for providing recommendations to improve operational performance and manage to budgetary constraints.

• Timely and accurate delivery of impact analyses to internal and external business partners related to strategy changes, disruptions, and process improvements.
• Provide trending and forecasting concerns proactively engaged with business partners and offer solutions and preventions.
• Facilitate recurring FTE Demand Requirements meetings (Supply and Demand discussion/consensus venue) and presentment of relevant conclusions/recommendations to operational Directors and VPs, in coordination with Forecasting and Scheduling Analyst.
• Supports WFO leadership in working closely with financial management team to perform long and short-term capacity planning used to determine staffing requirements and ability to manage business within budgetary constraints related to internal FTE and vendor staff.
• Construct effective business case presentations in a professional manner using unique technical programs requiring specialized training on Workforce Management software and methodologies.

QUALIFICATIONS

• Bachelor's degree required.
• Six Sigma or Lean Certification preferred.
• At least 5 years required in a combination of the following: BCBSM or other related experience, Workforce Management methodologies and principles, and/or Customer Service or Call Center experience.
• At least 3 years of experience managing multiple teams/projects and leadership experience with either direct reports or other relevant leadership experience including project management.
• Advanced PC skills, including experience using Microsoft Office (Word, Excel, and PowerPoint).
• Expert analytical skills in data analytics, data modeling, data mining, trending, and forecasting of data for predictive analytics.
• Expert in data presentation, including complex topics, software, charts, and graphs.
• Proven ability to prioritize competing needs of multiple, rapidly evolving initiatives.
• Excellent speaking-listening-writing skills and ability to communicate complex ideas in clear, succinct terms (written and verbal) for business and process decisions.
• Strong commitment to exceptional customer experience and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• Demonstrated ability to work well within a team environment.
• Strategic thinking, attention to detail, and proactive self-starter.
• Knowledge of Workforce Management forecasting and scheduling software preferred.

Departmental Preferences:

• Demonstrated proficiency in Strategic Reporting development
• Familiarity with WAVE or similar project management systems
• Expertise in presenting complex topics, software and data visualizations

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