- Provide coaching and act as a subject matter expert
- Address critical situations with effective business solutions
- Analyze operational workflows to determine staffing needs based on call volumes and inventory levels
- Forecast workload to meet service demands across various channels
- Offer data for capacity planning and decision-making
- Present analysis results and recommendations to business partners
- Develop long and short-term forecasts
- Utilize workforce management tools for in-depth workload analysis
- Collaborate with operations leaders on headcount and hiring plans
- Bachelor's degree or equivalent experience required
- Minimum 7 years of relevant experience in scheduling, forecasting, or capacity planning
- Proficiency in advanced workforce management and data analysis tools
- Advanced skills in Microsoft Excel, including pivot tables
- Experience in Contact Center and Claim Processing settings
- Preferred experience in mathematical modeling and forecasting methods
- Familiarity with Verint Workforce Management Software preferred
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Workforce Optimization Analyst - El Dorado Hills, United States - Blue Shield Of California
Description
Exciting Opportunity as a Workforce Optimization Analyst at Blue Shield of California
Your Role
The Workforce Management team collaborates with operations to ensure optimal staffing levels at contact centers to achieve KPIs and enhance efficiency. As a Workforce Optimization Analyst reporting to the Sr. Manager of WFM, you will analyze contact center trends to forecast workload requirements, develop KPI reports, and provide insights to leaders.
Your Responsibilities
Your Qualifications
Join Our Team at Blue Shield of California
Pay Range:
Competitive pay ranging from $96,470.00 to $144,760.00 for roles based in California.
Important Note:
Salaries at Blue Shield are determined by multiple factors like experience, location, and internal salary structures. The provided range applies to various positions within the organization.
