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Blue Shield of California · 1 day ago

Workforce Optimization Analyst, Consultant

California, United States

Full-time

Hybrid

Senior Level

7+ years exp

Blue Shield of California is a nonprofit organization focused on transforming healthcare to improve quality and affordability. The Workforce Optimization Analyst will analyze contact center trends and develop KPI reports to support operations and ensure appropriate staffing levels.

Financial ServicesHealth InsuranceNon Profit

H1B Sponsor Likely

Responsibilities

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

Qualification

Workforce management toolsData analysis toolsForecasting methodologiesAdvanced Microsoft ExcelContact Center experienceMathematical skillsCoaching skillsVerint Workforce ManagementProblem-solvingCommunication skillsTeam collaboration

Required

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 back-office processing Environments required

Preferred

4+ years' experience demonstrating application of mathematical and analytical skills, problem-solving, and forecasting methodologies applicable to workload forecasting including correlation modeling

Working knowledge of Verint Workforce Management Software

Company

Blue Shield of California

Glassdoor3.8

Blue Shield of California is a health insurance service provider.

Founded in 1939

San Francisco, California, USA

5001-10000 employees

https://www.blueshieldca.com

H1B Sponsorship

Blue Shield of California has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2022 (41)

2021 (20)

2020 (31)