Please email if you are a candidate seeking a reasonable accommodation for the application and/or interview process. Schedule: Remote / Hybrid
Compensation: $56,100 – $84,000 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:
Responsible for supporting the customer and employee experience delivering real-time resource management support. Translate forecasted volumes and staffing needs to help develop staffing plans, scheduling, and the day-to-day responsibilities supporting contact center operations staff members with WFM needs. In an omni-channel setting, experience working in WFM systems and technology, managing agent adherence, real-time ACD monitoring, reporting, and identification of trends or findings. What you will do: Compare call volumes and forecasts 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 to generate forecasted call and agent staffing needs, future call volumes and tactical forecasts for scheduling and supporting scheduling functions. Implement 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. Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives. Communicate with other departments and stakeholders to ensure alignment of the BCBSRI and WFM goals against future marketing, product, projects, or service campaigns. Participate in contact center user acceptance testing (UAT) and act as a Subject Matter Expert (SME) for system platform integration, IVR, telephony or other IT projects that impact contact center WFM and reporting Support the Medicare Concierge rewards and recognition programs, reporting, and scheduling/cadence for workforce engagement activities throughout the year. Guide and mentor less experienced members of the team and orient new associates. Perform other duties as assigned. What you need to succeed: 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: College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science) or related field; or an equivalent combination of education and experience. At least two years' experience performing workforce management functions and real-time management in an omni-channel contact center environment. Experience using programming languages (SQL, R, etc.) and reporting tools (e.g. Power BI) Five9 Community Workforce Management System A.I./Machine Learning validation, testing and parameter tuning. Applicable certifications or designations for workforce management is preferred. 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
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), diversity and inclusion are central to our core values and strengthen our ability to meet the challenges of today's healthcare industry. BCBSRI is an equal opportunity, affirmative action employer. We provide equal opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression.
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