Workforce Optimization Analyst, Consultant

Your Role

The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI’s while looking for opportunities to gain efficiency. The Workforce Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline inventory, and call patterns to forecast workload needed to support various channels. The analyst will develop KPI reports and communicate with leaders on opportunities and risks to performance.

Your Work

In this role, you will:

• Coach team members and acts as a functional SME
• Anticipate and handle critical situations with solid business solutions
• Analyze all CE operational workflows where inventory and/or call volumes dictate staffing/resources needs contact center trends (including call volumes and call patterns), claims and membership inventory to forecast workload needed to support various channels
• Ensure member service needs are met through accurate forecasting in support of various business areas
• Provide data and additional information to be used for capacity planning

• Delivers results of analysis and recommendations to various business partners and leadership to support the Blue Shield of California mission

• Create long term and short-term forecasts

• Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back-office functions.

• May instruct, guide and oversee the work of lower-level professionals and/or non-exempt staff.

• Works closely with operations leaders to understand headcount levels, helps develop hiring plans and maintain staff plans.

Your Knowledge and Experience

• Requires a bachelor’s degree or equivalent experience

• Requires at least 7 years of prior relevant experience

• Requires experience in scheduling, forecasting or capacity planning to include advanced utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems.

• Requires Advanced Microsoft Excel skills to include pivot tables, formula usage, etc.

• Experience in Contact Center and back-office processing Environments required

• Preferred 4 years' experience demonstrating application of mathematical and analytical skills, problem-solving, and forecasting methodologies applicable to workload forecasting including correlation modeling

• Preferred Working knowledge of Verint Workforce Management Software

ABOUT THE TEAM
About Blue Shield of California

As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.

At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!

Our Values:

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
• Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
• Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

Our Workplace Model:

At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.

Two Ways of Working:

• Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:

o Member-facing and approved out-of-state roles remain remote.

o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.

o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

• On-Site: Work from a business unit-approved office an average of four (4) or more days a week.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.