Blue Cross Blue Shield of Arizona
Phoenix, Arizona, United States
WFM Resource Analyst- REMOTE
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Job Description
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
This position is remote anywhere in the U.S., excluding: CO, KY, NY, NJ, OH, and PA.
Compensation range-69.000-85,000
Functions as the main point of contact and owner of all Workforce Resource Management functions for one or more assigned lines of business. Closely supports all staff and leadership within assigned line of business and provides detailed performance analysis on an ongoing basis. Proactively conducts continuous real-time support and analysis of queue performance and schedule adherence, and communicates with assigned segment staff to resolve performance and adherence challenges. Identifies opportunities to optimize and improve services and support. Produces effective performance contingency and recovery plans and partners with operational leadership to achieve performance goals within a fast paced and evolving environment. Utilizes discretion and independent judgement to manage workload volumes, support agents, and achieve performance goals.
REQUIRED QUALIFICATIONS
Required Work Experience- 3 years of experience in enrollment, claims, or service center operations
- 5 years of experience in Workforce Management field
Required Education
- High-School Diploma or GED in general field of study
Required Licenses
- N/A
Required Certifications
- N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience- 5 years of experience in enrollment, claims, or service center operations
- 5 years of experience in Work Management (Resource Management/Real-time) field
Preferred Education
- Bachelors degree in general field of study
Preferred Licenses
- N/A
Preferred Certifications
- SWPP- Society of Workforce Planning Professionals
- Collaborate closely with assigned business segment staff and leadership to provide dedicated Workforce Management Resource Management support
- Work in the service of functional business areas to meet business needs by providing independent perspective, analysis, and recommendations to achieve overall business objectives
- Analyze forecast volume, capacity, and staffing data. Action underperformance interval projections.
- Monitor call queues throughout the day and notify assigned business segment staff and leadership of unforeseen spikes or impacts to service levels and ASA objectives
- Perform historical trend analysis and real-time queue monitoring to ensure appropriate staffing levels and skill alignments are maintained to reach established service standards
- Analyze, audit, and communicate schedule adherence, including scheduled and unscheduled absences, and daily activity
- Provide cross coverage for other business segments as needed
- Analyze enterprise health and application performance for potential impacts to operational readiness to serve
- Conduct analysis and report on trends and actuals, including strategic analysis of workload traffic and leveraging system insight and business acumen to make intraday and intraweek recommendations to segment leaders
- Identify and work with IT and Telecom partners to resolve system downtime, which may include escalation to leadership throughout organization
- Represent Workforce Management in meetings and workgroups as a leader fluent in WFM resource management and real-time methodologies and strategies
- Support other Workforce Management team members by providing valuable segment insight and highlighting opportunities for improvement
- Research and support various Workforce Management duties and tasks as needed
REQUIRED COMPETENCIES
Required Job Skills
- Advanced knowledge of data analytic principles, techniques, and practices for analyzing data; analyze, evaluate, and interpret qualitative and quantitative data to aid in decision making
- Ability to analyze and synthesize information and devise alternative resolution strategies
- Exceptional written/verbal communication and presentation skills with onsite and virtual staff
- Solid understanding of call center operations and associated technologies
- Strong interpersonal, collaborative skills, and ability to influence.
- Advanced PC/application proficiency
- Proficiency in word processing, spreadsheet, and database software
Required Professional Competencies
- Establish and maintain effective working relationships in a collaborative team environment and able to identify key interfaces and interdependencies to other functions
- Ability to work autonomously, multi-task, prioritize shifting demands, and meet deadlines
- Ability to interact with, manage expectations, and present solutions to stakeholders in multiple business segments, including all levels of leadership
- Ability to organize, prioritize, and summarize data from multiple sources
- Effective organization and time management skills with the ability to work under pressure
- Flexibility, willingness, and ability to adjust in an evolving, change environment
- Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, functional transparency, and service excellence
Required Leadership Experience and Competencies
- High standard of performance while pursuing aggressive goals
Our Commitment
AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.