Posted On: 02-24-2020
Position Title: Supervisor Workforce Optimization Planning
Job Location: Portland, OR or Burlington, WA
Apply Online: https://careers-cambiahealth.icims.com/jobs/26561/supervisor-workforce-optimization-planning/job
Contact: Anna Neir, Recruiter – ANNA.NEIR@cambiahealth.com  – (360) 755-2628

Overview

Supervisor Workforce Optimization Planning

Portland, OR or Burlington, WA

The Supervisor Workforce Optimization Planning plays a key role in assisting Operations in their efforts to improve the member experience and reduce the cost of service. The Supervisor will oversee a team of professionals performing workforce management scheduling and analytical support for Health Plan Contact Center & Back Office Operations. Partners with leaders to design staffing plans and schedules that provide a quality experience for our members while balancing operational expense. Ensures key Contact Center and Back Office KPI’s and Service Levels are consistently met though accurate planning and balancing of staff to demand across the organization.

At Cambia, our values are fundamental to achieving our Cause of transforming the health care industry. They guide our actions and bring diverse perspectives together to improve the health care journey better for those we serve. All eight values are equally important and linked to the others: Empathy, Hope, Courage, Trust, Commitment, Innovation, Collaboration and Accountability. These values are not just words on paper – we live them every day.

Responsibilities & Requirements

  • Proven ability to oversee and facilitate complex forecasting, capacity planning, and scheduling in a call center and back-office work environment to achieve service level goals in a cost-effective manner.
  • Experience in data analytics and forecasting required.  Experience with statistical analysis a bonus.
  • Demonstrated good judgement, excellent verbal and written communication and presentation skills with the ability to relay information with tact, diplomacy, and professionalism.
  • Demonstrated proficiency and experience with workforce management technologies and tools such as NICE, Verint / Blue Pumpkin, Genesys, or Aspect eWorkforce Management.
  • Ability to leverage Microsoft Office programs such as Word, Excel, SharePoint, Access and PowerPoint to complete analysis, communicate intent, and engage stakeholders via data-driven analysis.
  • Demonstrated competency in resource and project management: organizing work, providing leadership to staff, establishing measures for success, and managing to deliverables.
  • Excellent negotiation skills are required for this role due to the wide variety of lines of business that are supported by this role. Must demonstrate the ability to achieve outcomes that are aligned with business strategies and/or acceptable compromises.
  • Proven team leadership and organizational skills with the ability to develop and motivate cross-divisional teams who may be in multiple locations or work remotely, to deliver high-quality services.
    Demonstrated strong problem solving and analytical skills including the ability to see trends and patterns in data as well as the ability to develop and implement a course of action.
  • Proven ability to think analytically, apply analytical techniques, provide in-depth analysis, and interpret information resulting in recommendations for process improvements within the Workforce Optimization team and Operational areas.
  • Ability to participate in and at times manage well-defined projects with minimumal guideance

Normally to be proficient in the competencies listed above:

The Workforce Optimization Planning Supervisor must have a Bachelor’s Degree in Business, Mathematics, Statistics or related field, 5+ years of experience in contact center operations or workforce planning, and 2+ years in a leadership or supervisory position, or equivalent combination of education and experience.


Required Licenses, Certifications, Registration, Etc.

ICMI or Society of Workforce Planning Professionals certifications specific to call center or workforce management are preferred.

 

General Functions and Outcomes:

  • Responsible for oversight of the Workforce Optimization Short-Term Planning team to deliver a quality service to our internal and external customers via effective schedules that match labor to workload demand at the interval level daily.
  • Delivers strategies required for achieving corporate or division Service Levels, Performance Guarantees, and initiatives. Works with team members to coordinate strategies and objectives to ensure all objectives support common goals and is a trusted advisor to Operations.
  • Conducts ad hoc analysis and delivers Service Level impact analysis of Operations requests that change interval staffing levels to enable the decision-making process.
  • Thought Leader on modern Workforce Management strategies and approaches that partners in the design of optimized staffing models that balance the needs of the business and associates.
  • Mitigates labor risks associated with scheduling by being deeply familiar with the state and national labor laws that impact scheduling decisions by locality and contact center location.
  • Works cross-divisionally to implement action plans, initiatives and programs to meet department strategic objectives and key initiatives.
  • Identifies the components of staff workloads, calculates and maintains a shrink budget for supported lines of business, and projects staff occupancy and productivity levels.
  • Partners directly with Operations and Training leaders to plan upcoming classes to backfill attrition or ramp up to new or seasonal volumes.
  • Oversees the analysis and adjustment of daily/weekly/monthly/quarterly staffing requirements based on analysis of changing customer data such as volume, AHT and shrinkage.
  • Employs data analysis to outlines options, alternative course of action, and creates scheduling scenarios to illustrate the projected results of key staffing decisions.
  • Manages the Workforce Management software and other tools used by the WFO team.  Collaborates with  manager and system administrator to initiate system enhancement/upgrades and leads efforts in the business requirement gathering, testing and implementation.
  • Responsible for leveraging advanced analytic skills and operational knowledge to provide analytic support for companywide process improvement efforts and present high-level analysis regarding operational status, trends and forecasts to leaders and business partners within the organization.
  • Supports department goals by gathering service information from reports covering status of work, inventories, turnaround, timeliness, attendance, quality and quantity performance measures of employees.  Identify and evaluate trends, develop a course of action and evaluate outcomes.
  • Partners with management to establish and govern WFO policy and procedures. Ensures WFO team is trained on and adheres to established policies and procedures.  Ensure documentation of policies and procedures is maintained.
  • Partners with system administrators and IT to determine and elminate root cause problems and develop workarounds until issues can be resolved.  Communications with partners,  management or other departments to resolve issues and remove barriers.
  • Responsible for the development and maintenance of productivity and quality standards for the WFM team. Identifies and implements process improvements as needed.
  • Participates in the hiring process, provides on-going coaching and performance feedback and is responsible for writing performance reviews. Ensures new hries complete necessary training. Assesses training needs and plays an active role in development of staff.
  • Assigns and prioritizes work, sets goals and coordinates daily activities of the team. Provide regular updates and communicates to the staff through 1:1 and team meetings.
  • Maintains professional knowledge by attending workshops, training, trade meetings, corporate meetings and other professional functions.  Represent corporation in the community.
  • Partners with management to develop and deliver the team’s strategy, objectives, service offerings and road map.
  • Provides the general oversight of best practices for Cambia’s Workforce Optimization programs.
  • Looks for ways to lower overall Operational expense by maximizing self-service and contacts via alternative channels.
  • Promotes a strong team atmosphere and contributions to team effectiveness by improving methodology, tools and/or internal processes.

About Us

Regence employees are part of the larger Cambia family of companies, which seeks to drive innovative health solutions. We offer a competitive salary and a generous benefits package. We are an equal opportunity employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A drug screen and background check is required.

Regence is 2.2 million members, here for our families, co-workers and neighbors, helping each other be and stay healthy and provide support in time of need. We’ve been here for members more than 100 years. Regence is a nonprofit health care company offering individual and group medical, dental, vision and life insurance, Medicare and other government programs as well as pharmacy benefit management. We are the largest health insurer in the Northwest/Intermountain Region, serving members as Regence BlueShield of Idaho, Regence BlueCross BlueShield of Oregon, Regence BlueCross BlueShield of Utah and Regence BlueShield (in Washington). Each plan is an independent licensee of the Blue Cross and Blue Shield Association.

If you’re seeking a career that affects change in the health care system, consider joining our team at Cambia Health Solutions. We advocate for transforming the health care system by making health care more affordable and accessible, increasing consumers’ engagement in their health care decisions, and offering a diverse range of products and services that promote the health and well-being of our members. Cambia’s portfolio of companies spans health care information technology and software development; retail health care; health insurance plans that carry the Blue Cross and Blue Shield brands; pharmacy benefit management; life, disability, dental, vision and other lines of protection; alternative solutions to health care access and free-standing health and wellness solutions.