Workforce Manager

Summary The Workforce Manager oversees a team dedicated to optimizing performance and maintaining service levels across all customer service centers. The WF Manager will act as a liaison with overall business leaders to promote transparency between shared services, business units, ensuring alignment and effective communication. This role involves governance and support for employees in day-to-day operations, ensuring they operate at peak performance and identifying gaps that can be addressed to increase efficiency. Description Logistics: Palmetto GBA – one of BlueCross BlueShield's South Carolina subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. This role is located at 17 Technology Circle, Columbia, SC 29203. What You’ll Do: Manage & develop a team of workforce analysts, building and fostering a high-performing workforce management team. Provide team guidance on best practices for WF related responsibilities. Leverage workforce management software and technology to validate schedules & forecasts, analyze workforce performance metrics, and oversee real-time management of workforce resources, adjusting as necessary to maintain service levels. Ensure workforce analysts follow correct procedures and escalate to business leadership when necessary. Provide feedback to team members on a regular basis, identify opportunities for growth, discuss career goals, and facilitate performance reviews. Monitors overall performance across all contact centers, ensuring employees are performing efficiently and business goals are being met. Develop and implement workforce management strategies to ensure optimal staffing levels, alignment with business goals and service level agreements (SLAs) are met. Work closely with stakeholders to align workforce management initiatives with overall business objectives and ensure effective communication and collaboration across the business. Participate in strategic planning initiatives with business leadership, leveraging trends in metrics and business understanding to recommend path forward (e.g., changes in staffing needs). Work with other departments (where applicable) to communicate findings and execute path forward. Identifies and drives continuous improvement initiatives to enhance workforce management processes, tools, and methodologies. Work with business leadership to implement changes that increase efficiency & effectiveness specific to each contact center. To Qualify for This Position, You'll Need the Following: Required Education: Bachelor's degree. Required Work Experience: 5-years of experience in contact center management, workforce management, real-time analytics, and demonstrated knowledge of contact centers (e.g., performance metrics, SLAs) Required Software and Tools: Knowledge of Microsoft Office. Required Skills and Abilities: Analytical skills Attention to detail, Communication skills Leadership experience Project management skills Critical thinking skills Contact center experience Workforce management knowledge We Prefer That You Have the Following: Preferred Licenses and Certificates: Certification of Certified Workforce Planning Professional through SWPP Certified Workforce Planning Professional program. Preferred Work Experience: Experience working with systems such as AVAYA and/or Verint. Preferred Work Experience: Experience working with systems such as AVAYA and/or Verint. 3+ years of contact center experience using workforce management software to optimize staffing and forecasting demands across channels. Key requirements include proficiency in forecasting, real-time management, and WFM/WFO software. Our Comprehensive Benefits Package Includes the Following: We offer our employees great benefits and rewards. You will be eligible to participate in our benefits program the first of the month following 28 days of employment. Subsidized health plans, dental and vision coverage 401k retirement savings plan with company match Life Insurance Paid Time Off (PTO) On-site cafeterias and fitness centers in major locations Education Assistance Service Recognition National discounts to movies, theaters, zoos, theme parks and more What We Can Do for You: We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company. What To Expect Next: After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Equal Employment Opportunity Statement BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations. We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company. If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis. We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information. Some states have required notifications. Here's more information. If you don’t have an account with us and don’t see the dream job you are looking for, click on the link above to Join Our Talent Community by submitting your resume and contact information and we will reach out if we find a good fit. Welcome Here’s Your Smart Career Move Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team! Veterans Welcome! BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty. 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