Sr. Director, Workforce Optimization - Now Hiring
Looking for a chance to do meaningful work that touches millions? Come join the hardest working, nonprofit health plan in California and help us shape the future of health care. Blue Shield of California is focused on transforming health care by making it more accessible, affordable and customer-centric. Being a mission-driven organization means we do much more than serve our 4 million members:
we were the first health plan in the nation to limit our annual net income to 2 percent of revenue and return the difference to our customers and the community, and since 2005 we have contributed more than $325 million to the Blue Shield of California Foundation to improve community health and end domestic violence. We also believe that a healthier California begins with our employees, so we provide them with resources to develop and maintain a healthy lifestyle through our award-winning wellness program, Wellvolution.
Your Role
This critical leadership position provides strategic oversight for all capacity planning and workforce management for Blue Shield of California&s;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 long term and short term staffing modelling, operational analytics, strategic problem solving, resource scheduling, and real time call management. 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.
Your Work
In this role, you will:
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- Developing and managing staffing plans which includes volume/demand forecasting, capacity planning, resource scheduling, and business analysis support to ensure successful response to Customer Experience objectives
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- Leading strategic planning conversations specific to future staffing needs and recommendations based on analysis, competitive analysis, and historical data
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- Ongoing analysis of all data (membership, call trends, call types/reasons, calls resulting from issues, repeat call drivers, call transfers, and IVR utilization) to understand discrepancies and improve accuracy in forecasting models
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- Enhancing existing call volume forecasting, capacity planning, and scheduling optimization models in response to changes in strategy and technologies
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- Translating strategic initiatives into modelling that provides executable and measurable outcomes with emphasis on resource optimization and service deliver
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- Translating business objectives into executable plans with an emphasis on resource optimization and service delivery
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- Leading operations planning and budget outlook processes with regards to the development of staffing models. Partnering closely with finance to translate into financial impacts
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- Leading the development of analytical tools to provide insights needed to ensure contact center network is optimally staffed and CE goals are met.
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- Streamlining and optimizing analytical and forecasting process through continuous improvement
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- Providing general oversight of forecasting daily and interval level workload, scheduling contact center resources and managing service level deliveries
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- Operate as human, honest, and courageous, modeling leadership behaviors and improving trust in senior leadership and confidence in the company direction
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n n nAt Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We&s;re excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Area&s;s top companies in volunteering &a; giving, and one of the world&s;s most ethical companies. Here at Blue Shield of California, we&s;re striving to make a positive change across our industry and the communities we live in , Join us!
Your Knowledge and Experience
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- Minimum of 12 years' experience in leading workforce management modelling within a contact center environment. Must have experience with short-term, long-term, and intraday forecasting
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- Demonstrated financial and business acumen
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- Proven leadership abilities and capacity to influence team members in support of business initiatives to improve operational efficiencies and business outcomes
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- Experience driving mid to long term department strategy and enterprise strategies preferred
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- 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)
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Pay Range:
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The pay range for this role is:
$227,800.00 to $258,300.00 for California.
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Note:
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Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate&s;s experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
Salary:
$19 per hourEstimated Salary: $20 to $28 per hour based on qualifications.
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