Workforce Management Coordinator

Blue Cross and Blue Shield of Nebraska

About The Position

At Blue Cross and Blue Shield of Nebraska, we are a mission-driven organization dedicated to championing the health and well-being of our members and the communities we serve. Our team is the power behind that promise. And, as the industry rapidly evolves and we seek ways to optimize business processes and customer experiences, there’s no greater time for forward-thinking professionals like you to join us in delivering on it! As a member of Team Blue, you’ll find purpose, opportunities and the support you need to build a meaningful career and make a powerful impact in our community. The ideal candidate will live within the state of Nebraska or Local Omaha area. If living in one of our approved states (Florida, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, and Texas). Responsible for ensuring the Customer Service Center operates in the most efficient manner possible by providing accurate forecasting, scheduling to meet staffing needs and distribution of skilled resources to meet service goals. Responsible for reporting and analysis of multi-channel traffic to identify trends and monitor performance. Provide company leaders with efficiency updates and uphold high customer service standards through real-time monitoring and other methods.

Requirements

Bachelor's Degree or equivalent and relevant Workforce Management experience.
1+ years of experience administering a WFM system inclusive of forecasting, scheduling, and real-time functionality that is generally native to a WFM system.
1+ years of experience administering agent skilling.
Excellent Microsoft Excel skills
Excellent communication skills and ability to effectively communicate with all levels within the organization (verbal and written).
Working knowledge of Excel, to include workbook design, data accumulation and reporting.
Understanding of Call Center.
Telecommunications including call routing and skill management.
Superior attention to detail, innovation and strong business acumen.
Experience in responding effectively to highly sensitive, complex and/or urgent requests.
Effective organizational, planning and time-management skills.
Effective analytical thinking and ability to clearly identify key elements, patterns, results and relationships.

Responsibilities

Responsible for the development and maintenance of contact center operations reporting to include individual, team, center and enterprise statistics.
Maintains accurate quantitative and qualitative records of multi-channel performance and client service levels (performance guarantees).
Assist with scheduling and process time of requests.
Assists in the manpower planning process, especially in the areas of staffing (permanent headcount) and scheduling (situational headcount).
Monitors and measures contact center volumes and performance of Contact Center Operations to assure the highest effort of productivity.
Monitors real-time traffic patterns, daily production reports and work volume making appropriate staffing adjustments to meet fluctuating workload and measurable service objectives.
Utilizing software, researches and analyzes historic records of traffic and performance to identify trends and patterns resulting in accurate forecasts.
Conducts periodic training sessions instructing various contact center personnel of workforce management methodologies and technology.
Collect, identify, review and analyze workforce data to make data driven decisions and constructs proactive recommendations towards meeting measurable service objectives.
Maintains working knowledge of Automatic Call Distribution system to make sound operational decisions.
Manage agent skilling and proficiency settings as well as call type prioritization.
Lead meetings that will focus discussion about WFM KPIs, resource challenges and skilling or servicing strategies.