Job Details

Workforce Management Specialist

Blue Cross of Idaho is seeking a Workforce Management Specialist to analyze contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. This is a role that values a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, our Specialists provide guidance and direction on workforce strategies to enhance performance and productivity while reducing costs.

After completion of onsite training period, this position may offer flexible hybrid location (onsite Meridian Idaho campus and work-from-home). #LI-Hybrid

Required Education: Bachelor's Degree or equivalent work experience (Two years' relevant work experience is equivalent to one-year college)

Experience: While prior WFM-specific experience is not required for this role, we'd love it if you have 2/+ years' experience with workload management planning to include utilization of workforce management tools and data analysis tools, telecommunications tools, contact routing and/or workload delivery systems. Other preferred experience includes:

• NICE IEX
• Forecasting
• Real Time Intraday management
• Skill and call routing knowledge
• Schedule creation experience
• Process documentation experience
• Ability to analyze and problem-solve issues, while making recommendations to internal business partners
• Detailed, with high degree of organization
• Ability to handle multiple priorities and work under limited supervision for routine situations

Your day may look like:

• Analyze transactional patterns to develop labor forecasts and schedules to help meet business unit objectives.
• Recommend solutions or improvements to workforce schedules.
• Perform Intraday forecasting and lead in capacity management.
• Ensure the workforce is leveraged to meet key performance indicators for the business and leverage capacity appropriately to focus on business directed initiatives.
• Perform real time management activities to manage capacity and schedule adherence.
• Schedule front line employees for training, meetings and off-line time in support of business requirements.
• Provide ad-hoc reports and analysis to support management initiative and special projects.
• Review source transactional data to verify accuracy.
• Assist in overseeing internal business processes and information ensuring integration with strategic suppliers.
• Work towards becoming a subject matter expert in enterprise or internal projects on workload strategies.

As of the date of this posting, a good faith estimate of the current pay range is: $58,727 - $82,219. The position is eligible for an annual incentive bonus (variable depending on company and employee performance). The pay range for this position takes into account a wide range of factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, internal equity, geography, business or organizational needs, and alignment with market data. At Blue Cross of Idaho, it is not typical for an individual to be hired at or near the top range for the position. Compensation decisions are dependent on factors and circumstances at the time of offer.

We offer a robust package of benefits including paid time off, paid holidays, community service and self-care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non-contributory plan, life insurance, short and long term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program and paid family leave program.

We will adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.