Workforce Optimization Analyst, Consultant

2 weeks ago


Rancho Cordova, United States Blue Shield of CA Full time

The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI's while looking for opportunities to gain efficiency. The Workforce Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline inventory, and call patterns to forecast workload needed to support various channels. The analyst will develop KPI reports and communicate with leaders on opportunities and risks to performance.

Your Work

In this role, you will:

  • Coach team members and acts as a functional SME
  • Anticipate and handle critical situations with solid business solutions
  • Analyze all CE operational workflows where inventory and/or call volumes dictate staffing/resources needs contact center trends (including call volumes and call patterns), claims and membership inventory to forecast workload needed to support various channels
  • Ensure member service needs are met through accurate forecasting in support of various business areas
  • Provide data and additional information to be used for capacity planning
  • Delivers results of analysis and recommendations to various business partners and leadership to support the Blue Shield of California mission
  • Create long term and short-term forecasts
  • Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back-office functions.
  • May instruct, guide and oversee the work of lower-level professionals and/or non-exempt staff.
  • Works closely with operations leaders to understand headcount levels, helps develop hiring plans and maintain staff plans.

Your Knowledge and Experience

  • Requires a bachelor's degree or equivalent experience
  • Requires at least 7 years of prior relevant experience
  • Requires experience in scheduling, forecasting or capacity planning to include advanced utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems.
  • Requires Advanced Microsoft Excel skills to include pivot tables, formula usage, etc.
  • Experience in Contact Center and Claim Processing environments
  • Preferred 4+ years' experience demonstrating application of mathematical and analytical skills, problem-solving, and forecasting methodologies applicable to workload forecasting including correlation modeling
  • Preferred Working knowledge of Verint Workforce Management Software

Pay Range:

The pay range for this role is: $96,470.00 to $144,760.00 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.



  • Rancho Cordova, United States Blue Shield of California Full time

    Your Role The Provider Dispute Resolution (PDR) team manages and processes provider disputes across the Commercial, Medi-Cal and Medicare lines of business. The team also partners with an offshore vendor to complete provider disputes and other strategic projects. The Business Analyst, Consultant will report to the Director of PDR. In this role you will work...


  • Rancho Cordova, United States Blue Shield of California Full time

    Your Role The Provider Dispute Resolution (PDR) team manages and processes provider disputes across the Commercial, Medi-Cal and Medicare lines of business. The team also partners with an offshore vendor to complete provider disputes and other strategic projects. The Business Analyst, Consultant will report to the Director of PDR. In this role you will work...

  • Marketing Analyst

    7 days ago


    Rancho Cordova, United States Robert Half Full time

    Job DescriptionJob Description***This role is only available to candidates who currently reside in the state of California***Are you passionate about turning data into actionable insights? As a Marketing Analyst, you will play a crucial role in researching market conditions at local, regional, and national levels to forecast sales opportunities and optimize...

  • Business Analyst

    1 week ago


    Rancho Cordova, United States Manpower Group Inc. Full time

    Our client is seeking a Business Analyst to join their team. As a Business Analyst, you will be part of the team supporting multiple departments to assist with project and process. The ideal candidate will have strong skills in creating PowerPoints, excellent written and verbal communication skills, and a Bachelor's degree. Job Title: Business...


  • rancho cordova, United States Pacific Coast Companies Inc Full time

    Pacific Coast Companies, Inc. is the dedicated team of professionals that provide a comprehensive range of business services and support to the Pacific Coast Building Products family of companies and their respective companies. Services include IT applications support, marketing and advertising, accounting and tax management, environmental consulting, human...


  • Rancho Cordova, United States Pacific Coast Building Products Full time

    Pacific Coast Companies, Inc. is the dedicated team of professionals that provide a comprehensive range of business services and support to the Pacific Coast Building Products family of companies and their respective companies. Services include IT applications support, marketing and advertising, accounting and tax management, environmental consulting, human...


  • rancho cordova, United States Pacific Coast Companies Inc Full time

    Pacific Coast Companies, Inc. is the dedicated team of professionals that provide a comprehensive range of business services and support to the Pacific Coast Building Products family of companies and their respective companies. Services include IT applications support, marketing and advertising, accounting and tax management, environmental consulting, human...


  • Rancho Cordova, United States Pacific Coast Building Products Full time

    Pacific Coast Companies, Inc. is the dedicated team of professionals that provide a comprehensive range of business services and support to the Pacific Coast Building Products family of companies and their respective companies. Services include IT applications support, marketing and advertising, accounting and tax management, environmental consulting, human...


  • Rancho Cordova, United States Pacific Coast Companies Inc Full time

    Pacific Coast Companies, Inc. is the dedicated team of professionals that provide a comprehensive range of business services and support to the Pacific Coast Building Products family of companies and their respective companies. Services include IT applications support, marketing and advertising, accounting and tax management, environmental consulting, human...


  • Rancho Cordova, California, United States Pacific Coast Companies Inc Full time

    Pacific Coast Companies, Inc. is a leading provider of business services and support to the Pacific Coast Building Products family of companies.Job Summary:We are seeking an experienced SAP Functional Analyst to join our team.Key Responsibilities:Analyze business flows, document functional requirements, and extend them as needed.Serve as a liaison between...


  • Rancho Cordova, California, United States Pacific Coast Companies Inc Full time

    Pacific Coast Companies, Inc. is a leading provider of business services and support to the Pacific Coast Building Products family of companies.About the RoleWe are seeking a highly skilled Senior SAP Business Systems Analyst to join our team. This individual will be responsible for managing the full lifecycle of requirements, from gathering and...

  • Compensation Analyst

    2 weeks ago


    Rancho Cordova, United States Bank of Marin Full time

    Bank of Marin, voted by our employees as one of the "Best Places to Work" in the North Bay Business Journal, is seeking an Compensation Analyst & HRIS Administrator to join our Human Resources team at our corporate office in Novato. The Compensation Analyst & Human Resource Information System Administrator (HRIS) will support and maintain the organizations...


  • Rancho Cordova, United States Rose International Full time

    Date Posted: 11/14/2024Hiring Organization: Rose InternationalPosition Number: 474411Job Title: Epic Ambulatory Build AnalystJob Location: Rancho Cordova, CA, USA, 95670Work Model: HybridEmployment Type: TemporaryEstimated Duration (In months): 7Min Hourly Rate($): 82.75Max Hourly Rate($): 88.27Must Have Skills/Attributes: Ambulatory, EPIC Job...


  • Rancho Cordova, United States Rose International Full time

    Date Posted: 11/14/2024Hiring Organization: Rose InternationalPosition Number: 474411Job Title: Epic Ambulatory Build AnalystJob Location: Rancho Cordova, CA, USA, 95670Work Model: HybridEmployment Type: TemporaryEstimated Duration (In months): 7Min Hourly Rate($): 82.75Max Hourly Rate($): 88.27Must Have Skills/Attributes: Ambulatory, EPIC Job...


  • rancho cordova, United States Rose International Full time

    Date Posted: 11/14/2024Hiring Organization: Rose InternationalPosition Number: 474411Job Title: Epic Ambulatory Build AnalystJob Location: Rancho Cordova, CA, USA, 95670Work Model: HybridEmployment Type: TemporaryEstimated Duration (In months): 7Min Hourly Rate($): 82.75Max Hourly Rate($): 88.27Must Have Skills/Attributes: Ambulatory, EPIC Job...


  • Rancho Cordova, United States Blue Shield of California Full time

    Your Role The Medicare team is accountable for membership growth, profit and loss, performance optimization, and overall customer experience for the Medicare line of business. The Strategic Planning and Performance, Consultant - Medicare will report to the Senior Manager, Strategic Planning and Performance. In this role you will support the success of...


  • Rancho Cordova, United States Rose International Full time

    Date Posted: 11/14/2024Hiring Organization: Rose InternationalPosition Number: 474417Job Title: Epic Home Health Hospice AnalystJob Location: Rancho Cordova, CA, USA, 95670Work Model: HybridEmployment Type: TemporaryEstimated Duration (In months): 7Min Hourly Rate($): 82.75Max Hourly Rate($): 88.27Must Have Skills/Attributes: EPIC Job DescriptionPreferred...


  • Rancho Cordova, United States Rose International Full time

    Date Posted: 11/14/2024Hiring Organization: Rose InternationalPosition Number: 474417Job Title: Epic Home Health Hospice AnalystJob Location: Rancho Cordova, CA, USA, 95670Work Model: HybridEmployment Type: TemporaryEstimated Duration (In months): 7Min Hourly Rate($): 82.75Max Hourly Rate($): 88.27Must Have Skills/Attributes: EPIC Job DescriptionPreferred...


  • rancho cordova, United States Rose International Full time

    Date Posted: 11/14/2024Hiring Organization: Rose InternationalPosition Number: 474417Job Title: Epic Home Health Hospice AnalystJob Location: Rancho Cordova, CA, USA, 95670Work Model: HybridEmployment Type: TemporaryEstimated Duration (In months): 7Min Hourly Rate($): 82.75Max Hourly Rate($): 88.27Must Have Skills/Attributes: EPIC Job DescriptionPreferred...


  • United States, CA, Rancho Cordova Blue Shield of California Full time

    Your Role The Provider Dispute Resolution (PDR) team manages and processes provider disputes across the Commercial, Medi-Cal and Medicare lines of business. The team also partners with an offshore vendor to complete provider disputes and other strategic projects. The Business Analyst, Consultant will report to the Director of PDR. In this role you will work...