Workforce Manager

BlueCross BlueShield of South Carolina•Columbia, SC

3d•Onsite

About The Position

The Workforce Manager oversees a team dedicated to optimizing performance and maintaining service levels across all customer service centers. The WF Manager will act as a liaison with overall business leaders to promote transparency between shared services, business units, ensuring alignment and effective communication. This role involves governance and support for employees in day-to-day operations, ensuring they operate at peak performance and identifying gaps that can be addressed to increase efficiency. Logistics: Palmetto GBA – one of BlueCross BlueShield's South Carolina subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. This role is located at 17 Technology Circle, Columbia, SC 29203. What You’ll Do: Manage & develop a team of workforce analysts, building and fostering a high-performing workforce management team. Provide team guidance on best practices for WF related responsibilities. Leverage workforce management software and technology to validate schedules & forecasts, analyze workforce performance metrics, and oversee real-time management of workforce resources, adjusting as necessary to maintain service levels. Ensure workforce analysts follow correct procedures and escalate to business leadership when necessary. Provide feedback to team members on a regular basis, identify opportunities for growth, discuss career goals, and facilitate performance reviews. Monitors overall performance across all contact centers, ensuring employees are performing efficiently and business goals are being met. Develop and implement workforce management strategies to ensure optimal staffing levels, alignment with business goals and service level agreements (SLAs) are met. Work closely with stakeholders to align workforce management initiatives with overall business objectives and ensure effective communication and collaboration across the business. Participate in strategic planning initiatives with business leadership, leveraging trends in metrics and business understanding to recommend path forward (e.g., changes in staffing needs). Work with other departments (where applicable) to communicate findings and execute path forward. Identifies and drives continuous improvement initiatives to enhance workforce management processes, tools, and methodologies. Work with business leadership to implement changes that increase efficiency & effectiveness specific to each contact center.

Requirements

Bachelor's degree.
5-years of experience in contact center management, workforce management, real-time analytics, and demonstrated knowledge of contact centers (e.g., performance metrics, SLAs)
Knowledge of Microsoft Office.
Analytical skills
Attention to detail
Communication skills
Leadership experience
Project management skills
Critical thinking skills
Contact center experience
Workforce management knowledge

Nice To Haves

Certification of Certified Workforce Planning Professional through SWPP Certified Workforce Planning Professional program.
Experience working with systems such as AVAYA and/or Verint.

Responsibilities

Manage & develop a team of workforce analysts, building and fostering a high-performing workforce management team.
Provide team guidance on best practices for WF related responsibilities.
Leverage workforce management software and technology to validate schedules & forecasts, analyze workforce performance metrics, and oversee real-time management of workforce resources, adjusting as necessary to maintain service levels.
Ensure workforce analysts follow correct procedures and escalate to business leadership when necessary.
Provide feedback to team members on a regular basis, identify opportunities for growth, discuss career goals, and facilitate performance reviews.
Monitors overall performance across all contact centers, ensuring employees are performing efficiently and business goals are being met.
Develop and implement workforce management strategies to ensure optimal staffing levels, alignment with business goals and service level agreements (SLAs) are met.
Work closely with stakeholders to align workforce management initiatives with overall business objectives and ensure effective communication and collaboration across the business.
Participate in strategic planning initiatives with business leadership, leveraging trends in metrics and business understanding to recommend path forward (e.g., changes in staffing needs).
Work with other departments (where applicable) to communicate findings and execute path forward.
Identifies and drives continuous improvement initiatives to enhance workforce management processes, tools, and methodologies.
Work with business leadership to implement changes that increase efficiency & effectiveness specific to each contact center.