Hybrid Manager, Workforce Optimization Management presso Blue Shield of California Group
Blue Shield of California Group · El Dorado Hills, Stati Uniti d'America · Hybrid
- Professional
- Ufficio in El Dorado Hills
Your Role
This critical leadership position is responsible for supporting Executive leadership in all capacity planning and workforce management for Blue Shield of California's multiple contact centers. This individual will manage an organization of operational and workforce management roles, will act as the primary interface with operations leaders with regard to short-term staffing modelling, operational analytics, tactical problem solving, resource scheduling, real time call management and reporting. Additionally, this individual will champion the development and management of existing and future staffing models for all service channels used to optimize workforce utilization to enable customer and financial commitments. This individual will partner with operations senior leadership on the operating plan, budget, and processes as it relates to workforce optimization.
Responsibilities
Your Work
In this role, you will:
- Partner in developing and managing staffing plans/schedules to ensure consistent performance metrics are met through call volume/demand forecasting, capacity planning, resource scheduling, and business analysis support to ensure successful response to Customer Experience objectives
- Provide insights to operational leaders through strategic planning conversations specific to short / mid-term staffing needs and recommendations based on analysis trends, collaboration with WFM peers to provide interval/daily/weekly performance assessments.
- Ongoing analysis of call trends, arrival patterns, adherence, and ability to identify consistent performance gaps.
- Develop and maintain risk mitigation frameworks to provide root cause analysis and real-time adjustments to proactively manage risks.
- Enhance existing scheduling and real-time optimization models in response to changes in strategy, technologies and reporting.
- Translating business objectives into executable plans with an emphasis on resource optimization and service delivery.
- Collaborate with various levels of leadership on operations planning and performance outlook process and develop ongoing performance reports for visibility.
- Demonstrate leadership by incorporating examples of transparency, trust-building, and courageous decision-making in cross-functional planning and communications.
- Streamlining and optimizing analytical and forecasting/scheduling/intraday process through continuous improvement.
- Lead cross-functional workforce management initiatives from concept to completion, including forecasting model enhancements, scheduling optimization, tool integrations (Verint, Avaya, Genesys), and performance reporting.
- Providing general oversight of forecasting daily and interval level workload, scheduling contact center resources and managing service level deliveries.
- Operate as human, honest, and courageous, modeling leadership behaviors and improving trust in senior leadership and confidence in the company direction
Qualifications
Your Knowledge and Experience
- Minimum 7 years’ experience in workforce management within a contact center environment, including 3 years of management experience gained as a team leader, supervisor or project/program manager. Must have experience with long-term, short-term, intraday forecasting and reporting.
- Requires a college degree or equivalent experience.
- Demonstrated financial and business acumen.
- Proven leadership abilities and capacity to influence team members in support of business initiatives to improve operational efficiencies and business outcomes
- Experience driving short to mid-term department strategy and enterprise strategies preferred
- Experience in developing contact center voice and data strategies, including implementing and adopting new technologies while achieving expected project returns (NPV/ROI) (including CRM-related technology)
- Working knowledge of Verint, Avaya and Genesys.
- Develop WFM processes and efficiencies while engaging across the company, providing high-quality resolutions to our customers' needs, and managing to our quality standards
- Ensure open communication throughout the organization by keeping key partners informed of any real-time impactors (spike in volumes, outages, etc.) and providing recommendations on mitigating the impact
About Company
About Blue Shield of California
As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.
At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!
Our Values:
- Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
- Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
- Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model:
At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working:
- Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:
o Member-facing and approved out-of-state roles remain remote.
o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
- On-Site: Work from a business unit-approved office an average of four (4) or more days a week.
Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Please click here for further physical requirement detail.
Equal Employment Opportunity:
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
