Director, Workforce Optimization

This critical leadership position provides strategic oversight for all capacity planning and workforce management for Blue Shield of California's multiple contact centers. This individual will manage an organization of operational and workforce management roles, will act as the primary interface with operations leaders with regard to long term and short-term staffing modelling, operational analytics, tactical problem solving, resource scheduling, and real time call management. Additionally, this individual will champion the development and management of existing and future staffing models for all service channels used to optimize workforce utilization to enable customer and financial commitments. This individual will partner with operations senior leadership on the operating plan, budget, and processes as it relates to workforce optimization.

Your Work

In this role, you will:

• Developing and managing staffing plans which includes volume/demand forecasting, capacity planning, resource scheduling, and business analysis support to ensure successful response to Customer Experience objectives
• Provide insights to senior leadership on strategic planning conversations specific to future staffing needs and recommendations based on analysis, competitive analysis, and historical data
• Ongoing analysis of all data (membership, call trends, call types/reasons, calls resulting from issues, repeat call drivers, call transfers, and IVR utilization) to understand discrepancies and improve accuracy in forecasting models
• Enhancing existing call volume forecasting, capacity planning, and scheduling optimization models in response to changes in strategy and technologies
• Translating strategic initiatives into modelling that provides executable and measurable outcomes with emphasis on resource optimization and service delivery
• Translating business objectives into executable plans with an emphasis on resource optimization and service delivery
• Collaborate with senior leadership on operations planning and budget outlook processes with regards to the development of staffing models. Partnering closely with finance to translate into financial impacts
• Leading the development of analytical tools to provide insights needed to ensure contact center network is optimally staffed and CE goals are met.
• Streamlining and optimizing analytical and forecasting process through continuous improvement
• Providing general oversight of forecasting daily and interval level workload, scheduling contact center resources and managing service level deliveries
• Operate as human, honest, and courageous, modeling leadership behaviors and improving trust in senior leadership and confidence in the company direction

Your Knowledge and Experience

 

• Minimum of 12 years’ experience in leading workforce management modelling within a contact center environment. Must have experience with short-term, long-term, and intraday forecasting
• Demonstrated financial and business acumen
• Proven leadership abilities and capacity to influence team members in support of business initiatives to improve operational efficiencies and business outcomes
• Experience driving mid to long term department strategy and enterprise strategies preferred 
• Experience in developing contact center voice and data strategies, including implementing and adopting new technologies while achieving expected project returns (NPV/ROI) (including CRM-related technology)