Manager Contact Center Workforce Management

Schedule: Remote 

Compensation: $90,500 - $135,700

Jump into the new world of health insurance:

At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that is large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.

Join others who know diversity is strength:

We appreciate and celebrate everything that makes us unique: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.

Why this job matters:

Oversee contact center workforce management (WFM) function for the Medicare Concierge team. Drive customer and employee experience within the contact center by forecasting volumes and staffing needs to support optimal staffing plans, scheduling, and the day-to-day responsibilities of overseeing the WFM analyst staff members. In an omni-channel setting, experience overseeing WFM systems and technology, agent adherence, real-time ACD management, reporting, identification of trends and implementation of strategies to maximize efficiency and customer satisfaction.

What you will do:

• Develop and implement WFM strategies to optimize staffing levels and achieve service level objectives in compliance with Centers for Medicare and Medicaid Services (CMS) regulations.
• Maintain and utilize the WFM system in the contact center to generate forecasted call and agent staffing needs, future call volumes and tactical forecasts for scheduling.
• Develop and maintain policies and procedures in partnership with contact center operations staff members to support scheduling, adherence monitoring, shift bid processes, intra-day and real-time adherence and service level monitoring practices.
• Collaborate with other departments and stakeholders to ensure alignment of the BCBSRI and WFM goals against future marketing, product, projects, or service campaigns.
• Oversee the implementation and adoption of WFM practices and methodologies along with new technologies, system, and/or reporting solutions to drive efficiency with the contact center.
• Oversee contact center user acceptance testing (UAT) resources and SME participants for system platform integration, IVR, telephony or other IT projects that impact contact center technology and WFM.
• Utilizes programming languages (SQL, Python, R) and tools such as Power BI to develop reporting solutions to track agent performance and ACD statistics within the contact center.
• Responsible for department-level Risk and Compliance practices and reporting, including but not limited to CMS reporting. Ensure corrective actions plans are adequately designed and are closed in a timely manner.
• Oversee the rewards and recognition programs, reporting, and scheduling/cadence for WFM engagement activities throughout the year.
• Guide and mentor less experienced members of the team and orient new associates.
• Remain aware of industry changes and/or trends in contact center and WFM technology.
• Perform other duties as assigned.

What you need to succeed:

• College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science) or related field; or an equivalent combination of education and experience.
• Three to five years of experience overseeing or leading a workforce management function and team.
• Demonstrated experience producing data and workforce insights using programming languages (SQL, R, etc.) and reporting tools.

• A combination of education and related work experience
• Advanced analytical skills, with the ability to interpret and synthesize complex data sets
• Strategic and critical thinking skills
• Strong business acumen and political savvy
• Strong negotiation skills
• Strong written and verbal communication skills
• Strong problem solving skills
• Ability to work effectively with a wide variety of people in individual and group settings
• Strong organizing skills, with the ability to prioritize and respond to shifting deadlines
• Strong time management skills
• Ability to manage diverse and deadline-oriented workflow

The extras:

• Five9 Community Workforce Management System
• A.I./Machine Learning validation, testing and parameter tuning  
• Experience leading workshops and meetings comprised of managers from different departments
• Established track record of analyzing and improving enterprise processes
• Demonstrated experience with steering ROI analysis and identification of opportunity costs

Location:

BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week*.

*-Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Florida, Georgia, Louisiana, North Carolina, Oklahoma, South Carolina, Texas, Rhode Island, Massachusetts, Connecticut and Virginia