A Career of Your Calling

About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us.

The Impact You Will Have

The Workforce Performance Analyst Sr is responsible for delivering the best possible forecasting models, capacity, and strategic plans to enable us to reach our performance goals and meet customer need. You will work closely with the Workforce Manager to improve and scale our organizational planning processes including, but not limited to, capacity and resource planning, call center data analytics, and operational data reporting. You will engage and partner with key stakeholders from across the enterprise to ensure we have the right staff at the right times to exceed our customer expectations.  

You must live in the state of MN to be eligible for this role.

Your Responsibilities

• Engage and partner with key stakeholders to develop capacity plans and forecast models to meet business goals, customer needs and financial commitments.

• Provide actual and normalized interval, daily, monthly, and yearly forecast projections to vendors and schedulers.

• Analyze and interpret historical call data to identify trends, patterns, and opportunities for the business.

• Collaborate with WFM team to proactively recommend training, time-off, overtime, etc. based on the analysis of schedules and performance reports to uncover opportunities for efficiency.

• Responsible for updating and maintaining operations call-volume patterns that accurately validate forecasting methods.

• Compose, lead and present weekly reviews of forecasts, capacity plans, shrinkage, and Key Performance Indicator (KPI) results and trends.

• Develop resolutions to complex problems that frequently require advanced competency in WFM metrics and analysis.

• Works closely with project team(s) to assess the impact of projects and initiatives on forecasts and the ability to deliver on set timelines provided.

• Stay curious and keep up to date on the latest best-in-class workforce management solutions and methodologies.

• Admin scheduling software for WFM team.

• Adhoc reports/projects/other duties as assigned.

Required Skills and Experience

• 5+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.

• WFM forecasting and analysis experience specifically in Contact Centers supporting Omni channel and scheduling experience is preferred.

• Working knowledge of NICE Cloud CXOne, IEX and EEM software, or other workforce management software.

• High level of proficiency in Excel including formulas, charts, and pivot tables

• Ability to advocate and prioritize based in customer centric organization.

• Strong internal written and verbal communication skills.

• Excellent Problem-solving skills; quick identification and efficient resolution of issues.

• Ability to validate, analyze and organize data, and recommend solutions to address business needs.

• Must be a self-starter with the ability to work independently and in team environments, multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment.

• Ability to adapt to ever changing health care requirements and processes.

• The drive to succeed and passion for learning new things.

• Ability to work weekend shifts and holidays on occasion.

• High school diploma (or equivalency) and legal authorization to work in the U.S.

Preferred Skills and Experience

• Bachelor’s degree in business, mathematics, finance, health administration.

• Strong understanding of health care industry and/or BCBSMN operational areas.

• Knowledge of forecasting and scheduling chat and other omni-channels.

Compensation and Benefits:

Pay Range: $79,100.00 - $104,800.00 - $130,500.00 Annual

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life insurance
• 401k
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VPTO)
• And more

To discover more about what we have to offer, please review our benefits page.