Posted on 6-11-2012
Company: Blue Cross Blue Shield of Michigan
Team Leader II
Location: Detroit, Michigan

Contact Person:  Sandra King, Sr. Consultant in Talent Acquisition
313 225-7585

Or apply on – job number  GRO000G9        Team Leader II – Service Workforce Management

Blue Cross Blue Shield of Michigan has a team leader II position available in our Service Workforce
Management department which is located in downtown Detroit, Michigan.
Position will be involved in all aspects of workforce management with a particular focus on staffing and scheduling responsibilities.  This person should have a deep understanding of contact center operations, scheduling, and staffing.  This person should have experience managing human resources in a unionized contact center environment.


  • Responsible for maintaining staffing and headcount records, and developing hiring and training plans for short range planning efforts
  • Provide analysis of FTE and position capacity of all BCBSM  call centers for staff planning and long range strategic facility planning
  • Create effective weekly and longer term schedules for agents in multi-site skill-based environment
  • Manage administration of policies guiding scheduled off phone time including annual leave, training, breaks, lunches, and special events.
  • Support the WFM Manager in providing analysis and forecasts for FTE capacity requirements in support of RFPs for new client acquisition
  • Coordinating reporting and feedback in support of quality and performance management


  • Bachelor’s Degree in related field strongly preferred but will consider applicants who have completed their Junior year of college.
  • 5+ years experience in an inbound call center workforce support environment -good working knowledge of service operations
  • A minimum of 2 years proven leadership skills required (preferably in a service environment)
  • Working knowledge of building/creating schedules in Verint, or similar workforce management software required
  • Excellent verbal and written communication skills required, including the ability to persuasively present verbally, call center forecasting and staffing plans to senior managers
  • Good interpersonal skills; ability to build key relationships across the line service areas; Ability to build consensus decisions; Comfortable and confident when presenting ideas/plans to line leaders
  • Excellent PC skills required, utilizing Microsoft Office products, including Outlook, Excel, Word, PowerPoint, and Visio.
  • Other related skills and/or abilities may be required to perform this job.

Must pass Team Leader exam