Summary
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.
Description
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.
To Qualify for This Position, You'll Need the Following:
Required Education: Bachelor's degree.
Required Work Experience: 5-years of experience in contact center management, workforce management, real-time analytics, and demonstrated knowledge of contact centers (e.g., performance metrics, SLAs)
Required Software and Tools: Knowledge of Microsoft Office.
Required Skills and Abilities:
Analytical skills
Attention to detail,
Communication skills
Leadership experience
Project management skills
Critical thinking skills
Contact center experience
Workforce management knowledge
We Prefer That You Have the Following:
Preferred Licenses and Certificates: Certification of Certified Workforce Planning Professional through SWPP Certified Workforce Planning Professional program.
Preferred Work Experience: Experience working with systems such as AVAYA and/or Verint.
Preferred Work Experience:
Experience working with systems such as AVAYA and/or Verint.
3+ years of contact center experience using workforce management software to optimize staffing and forecasting demands across channels. Key requirements include proficiency in forecasting, real-time management, and WFM/WFO software.
Our Comprehensive Benefits Package Includes the Following:
We offer our employees great benefits and rewards. You will be eligible to participate in our benefits program the first of the month following 28 days of employment.
Subsidized health plans, dental and vision coverage
401k retirement savings plan with company match
Life Insurance
Paid Time Off (PTO)
On-site cafeterias and fitness centers in major locations
Education Assistance
Service Recognition
National discounts to movies, theaters, zoos, theme parks and more
What We Can Do for You:
We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.
What To Expect Next:
After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.
Equal Employment Opportunity Statement
BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.
We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.
If you need special assistance or an accommodation while seeking employment, please email [email protected] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.
We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information.
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What We Do
For more than six decades, BlueCross BlueShield of South Carolina has been part of the national landscape. Our roots are firmly embedded in the state. We are the largest insurance company in South Carolina. We are also the only one that has an A+ Superior A.M. Best rating. We are one of the nation's leading government contract administrators. We operate one of the most sophisticated data processing centers in the Southeast and have a diverse family of subsidiary companies. Our full-time employees enjoy benefits like a 401(k) retirement savings plan with company match, subsidized health plans, free vision coverage, life insurance, paid annual leave and holidays, wellness programs and education assistance. If you are a full-time employee in the National Guard or reserves, we will cover the difference in your pay if you are called to active duty. BlueCross has a dedicated corporate culture of community support. Our employees are some of the most giving in the country. They support dozens of nonprofit organizations every year. If you're ready to join a diverse company with secure, community roots and an innovative future, apply for a position now!
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