Consultant - Service

Blue Cross Blue Shield of Massachusetts; Boston (MA); On-site; USD 106,000 - 129,000; Full time

Benefits offered by this job

Variable pay

PTO benefits

Health insurance

401(k) plan

Job summary

Blue Cross Blue Shield of Massachusetts is hiring for a Workforce Planning role in Boston. You will participate in long-term capacity planning, tactical planning, and collaborate with business partners to provide strategic recommendations and modeling support.

Responsibilities include staffing strategy, SLA adherence, liaison with operations, and continuous improvement of WFM tools. Requires 4–6 years in call centers, BA/BS in a related field, and strong leadership and analytical skills.

Qualifications

• BA/BS in business, healthcare, or related field with capacity modeling usage.
• 4–6 years of call center experience.
• Strong leadership, communication, and influencing skills.
• Ability to lead complex deliverables and cross-functional teams.
• Self-driven with integrity and teamwork.

Responsibilities

• Meet service level agreements with peers and leaders across the division.
• Strategize with cross-functional teams to ensure resources for upcoming new hire classes and cross-trainings.
• Collaborate to evolve the service center and improve customer experience and omni-channel strategies.
• Provide long-term strategic forecasts for business partners.
• Maintain Verint workforce management tool with a focus on continuous improvement.
• Provide staffing models for capacity planning and ad hoc requests.
• Analyze budgetary implications of hiring, performance changes, cost per contact, and ROI.
• Deliver high-quality standard reporting with recommendations.
• Build relationships with leadership across Member Service, Medicare Markets, Live-Chat, Provider Service, FEP, and Provider Dental.
• Serve as liaison between Workforce Planning and Call Center Technology Operations.
• Manage partnerships with third-party outsourcers across locations.
• Coach junior team members on WFM lifecycle and real-time performance management.
• Think creatively to solve staffing-related business issues.

Skills

Leadership

Communication

Influencing

Modeling & analysis

Analytical thinking

Multitasking

Collaboration

Problem-solving

Education

BA/BS in business or healthcare

Job description

Ready to help us transform healthcare? Bring your true colors to blue.

This position will report to the Sr. Manager of Workforce Planning (WFP) and will participate in long-term strategic capacity planning, advanced short-term tactical planning, and collaboration with our business partners. Facilitate meetings and workgroups with senior leaders and introduce recommendations to underlying business issues. Build strong internal and external relationships, demonstrate influencing skills, and communicate effectively at all levels. Complete complex data analytics and workforce planning techniques to consult with business leadership and provide strategic recommendations and complete ad hoc business modeling requests.

Job Responsibilities

• Works with peers and leaders across the division to meet service level agreements.
• Strategize with cross-functional teams to ensure each business area has sufficient resources to plan upcoming new hire classes and cross-trainings
• Collaborate with business leaders across Service and Operations to continuously evolve our service center, support efforts to improve the customer experience, and grow our omni channel strategies
• Provide long-term strategic forecasts for our business partners
• Maintenance of Verint workforce management tool including a focus on continuous improvement of the tool
• Provide staffing models for ongoing strategic capacity planning and ad hoc project requests
• Support the organizations ongoing financial goals by providing detailed modeling analyzing the budgetary implications of hiring and performance changes, the cost per contact, and the ROI of various project implementations.
• Work within an existing high performing team to deliver high-quality standard reporting with recommendations.
• Builds successful interpersonal relationships with business partners and leadership teams across Member Service, Medicare Markets, Live-Chat, Provider Service, FEP, and Provider Dental.
• Serve as liaison between Workforce Planning and Call Center Technology Operations team; ensuring call routing updates and reporting enhancements align with business needs.
• Manage partnership with third-party outsourcers with teams located in multiple localities.
• Support junior members of the team as a trusted resources on the entire life WFM lifecycle, providing strategic guidance on managing real-time performance, schedule maintenance, and reporting.
• Think creatively about solutions to complex business issues related to staffing

Qualifications:

• Very strong leadership, communication and influencing skills
• Proficient in modeling & analysis. Knowledge of statistical concepts is desirable
• Very strong quantitative, analytical, and problem-solving skills
• Ability to work in a fast-paced environment and manage competing priorities
• Solid initiative, driven self-starter; able to work independently and manage results.
• Ability to think broadly, but understand details and operational realties
• Demonstrated ability to analyze and evaluate complex issues, prepare, and present reports at various levels of leadership.
• Collaborative with the ability to work on cross-functional teams effectively.
• Positive attitude, flexibility, and ability to work within tight time constraints or various schedules as needed.
• Ability to differentiate between important and urgent deliverables, requests, and issues.

Experience and Education:

• BA/BS degree in business, healthcare, or related experience including utilization of Workforce Management Technology with capacity modeling
• 4 - 6 years of call center experience.
• Ability to lead complex deliverables, initiatives, and represent the team through planning and leading operational/cross-functional teams
• Independent with a commitment to high quality performance through integrity, accountability, compassion, and teamwork.
• Team-oriented; ability to communicate with all levels of the organization to ensure quality-driven results.
• Positive attitude, maintaining a professional demeanor during times of stress and the ability to reflect this trait onto others.
• Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

Location

Boston, Hingham

Time Type

Full time

Salary Range: $105,840.00 - $129,360.00

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that confidence gap and imposter syndrome can prevent amazing candidates coming our way, you might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culturepage. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Communityto stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our “How We Work” Page.