Workforce Optimization Analyst, Senior
Found in: Talent US C2 - 2 weeks ago
Your Role
The Workforce Management team supports a multi-site call center operation.. The Workforce Optimization Analyst, Senior will report to the Sr. Manager of Workforce Management. In this role you will Ensures member service needs are met through accurate forecast, scheduling and Intraday Management based on operational KPI’s.. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
Your Work
In this role, you will:
Delivers results of call center analysis and recommendations to various business partners and leadership to support the Blue Shield of California mission Schedules and monitors call center representative activities. Works closely with operations leaders to understand business objectives including training needs, attrition planning, etc. Analyzes actual results against plan/forecast and recommends interventions where appropriate. Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership. Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast. Partner with WFM teammates to ensure all business objectives are understood and optimize schedules accordingly. Monitor intraday performance of contact center by analyzing real time staffing to identify gaps and scheduling needs to achieve daily and monthly service level standards Evaluate unplanned events and/or excess call volume during high volumes and adjust compensate for variances Provide real-time feedback to leadership across the organization to ensure awareness of the contact center’s performance and the availability to pull customer facing employees off customer contacts for coaching and special projects Monitor and manage daily needs, both scheduled and ad-hocked in multi-site, multi-skill environment-
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