Consultant - Service

Blue Cross Blue Shield of Massachusetts•Boston, MA

2d•$105,840 - $129,360•Onsite

About The Position

This position will report to the Sr. Manager of Workforce Planning (WFP) and will participate in long-term strategic capacity planning, advanced short-term tactical planning, and collaboration with our business partners. Facilitate meetings and workgroups with senior leaders and introduce recommendations to underlying business issues. Build strong internal and external relationships, demonstrate influencing skills, and communicate effectively at all levels. Complete complex data analytics and workforce planning techniques to consult with business leadership and provide strategic recommendations and complete ad hoc business modeling requests.

Requirements

Very strong leadership, communication and influencing skills
Proficient in modeling & analysis. Knowledge of statistical concepts is desirable
Very strong quantitative, analytical, and problem-solving skills
Ability to work in a fast-paced environment and manage competing priorities
Solid initiative, driven self-starter; able to work independently and manage results.
Ability to think broadly, but understand details and operational realties
Demonstrated ability to analyze and evaluate complex issues, prepare, and present reports at various levels of leadership.
Collaborative with the ability to work on cross-functional teams effectively.
Positive attitude, flexibility, and ability to work within tight time constraints or various schedules as needed.
Ability to differentiate between important and urgent deliverables, requests, and issues.
BA/BS degree in business, healthcare, or related experience including utilization of Workforce Management Technology with capacity modeling
4 - 6 years of call center experience.
Ability to lead complex deliverables, initiatives, and represent the team through planning and leading operational/cross-functional teams
Independent with a commitment to high quality performance through integrity, accountability, compassion, and teamwork.
Team-oriented; ability to communicate with all levels of the organization to ensure quality-driven results.
Positive attitude, maintaining a professional demeanor during times of stress and the ability to reflect this trait onto others.
Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.

Responsibilities

Works with peers and leaders across the division to meet service level agreements.
Strategize with cross-functional teams to ensure each business area has sufficient resources to plan upcoming new hire classes and cross-trainings
Collaborate with business leaders across Service and Operations to continuously evolve our service center, support efforts to improve the customer experience, and grow our omni channel strategies
Provide long-term strategic forecasts for our business partners
Maintenance of Verint workforce management tool including a focus on continuous improvement of the tool
Provide staffing models for ongoing strategic capacity planning and ad hoc project requests
Support the organizations ongoing financial goals by providing detailed modeling analyzing the budgetary implications of hiring and performance changes, the cost per contact, and the ROI of various project implementations.
Work within an existing high performing team to deliver high-quality standard reporting with recommendations.
Builds successful interpersonal relationships with business partners and leadership teams across Member Service, Medicare Markets, Live-Chat, Provider Service, FEP, and Provider Dental.
Serve as liaison between Workforce Planning and Call Center Technology Operations team; ensuring call routing updates and reporting enhancements align with business needs.
Manage partnership with third-party outsourcers with teams located in multiple localities.
Support junior members of the team as a trusted resources on the entire life WFM lifecycle, providing strategic guidance on managing real-time performance, schedule maintenance, and reporting.
Think creatively about solutions to complex business issues related to staffing