Workforce Management Analyst Lead

Blue Cross Blue Shield of Minnesota•Eagan, MN

1d•Hybrid

About The Position

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us. The Impact You Will Have In this position, you will play a critical role in driving transformation within the Workforce Management (WFM) organization. As a Workforce Management Analyst Lead, you will partner closely with leadership across all levels to identify opportunities for process improvement, automation, and operational efficiency. Your expertise will help shape strategies that optimize workforce planning and enhance service delivery across multiple contact center environments.

Requirements

6+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
5+ years of Workforce Management experience in contact centers, including inbound, outbound, and back-office operations.
High level of proficiency in Excel including formulas, charts, and pivot tables.
Ability to advocate and prioritize in a customer-centric organization.
Demonstrated interpersonal skills to effectively obtain business requirements and present information.
Strong written and verbal communication skills.
Excellent Problem-solving skills; quick identification and efficient resolution of issues.
Ability to validate, analyze and organize data, and recommend solutions to address business needs.
Must be a self-starter with the ability to work independently and in team environments, multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment.
Ability to adapt to ever changing health care requirements and processes.
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Working knowledge of NICE Cloud CXOne, IEX and EEM software, or other workforce management software.
Strong understanding of health care industry and/or BCBSMN operational areas.
Familiarity with AI-driven workforce tools and automation technologies.
Intermediate SQL and BI technologies.
Bachelor’s degree.

Responsibilities

Be a subject matter expert (SME) of policies, processes, software, role responsibilities, metrics, and reporting involving the workforce management team.
Collaborate with leadership and cross-functional teams to identify and implement process improvements and automation opportunities.
Influence division-wide workforce strategies to align with long-term business goals.
Partner with business leaders to align workforce strategies with KPIs and financial outcomes.
Translate business needs into actionable technical specifications for WFM tools and/or recommended workforce solutions that maximize efficiency and scalability.
Perform advanced data analysis to identify trends, risks, and opportunities.
Present solutions with clear timelines and objectives to ensure successful delivery of initiatives.
Champion change management, ensuring smooth adoption of new tools and processes.
Prepare and deliver presentations to leadership, providing insights and recommendations.
Stay curious and keep up to date on the latest best-in-class workforce management solutions and methodologies.
Manage ad hoc reporting, special projects, and other duties as assigned.
Mentor cross-functional teams and champion a culture of continuous improvement.