We use cookies. Find out more about it here. By continuing to browse this site you are agreeing to our use of cookies.
#alert
Back to search results
New

Manager, Workforce Optimization Management

Blue Shield of CA
United States, California, El Dorado Hills
4205 Town Center Boulevard (Show on map)
Jul 31, 2025

Your Role

This critical leadership position is responsible for supporting Executive leadership in all capacity planning and workforce management for Blue Shield of California's multiple contact centers. This individual will manage an organization of operational and workforce management roles, will act as the primary interface with operations leaders with regard to short-term staffing modelling, operational analytics, tactical problem solving, resource scheduling, real time call management and reporting. Additionally, this individual will champion the development and management of existing and future staffing models for all service channels used to optimize workforce utilization to enable customer and financial commitments. This individual will partner with operations senior leadership on the operating plan, budget, and processes as it relates to workforce optimization.

Your Knowledge and Experience


  • Minimum 7 years' experience in workforce management within a contact center environment, including 3 years of management experience gained as a team leader, supervisor or project/program manager. Must have experience with long-term, short-term, intraday forecasting and reporting.
  • Requires a college degree or equivalent experience.


  • Demonstrated financial and business acumen.


  • Proven leadership abilities and capacity to influence team members in support of business initiatives to improve operational efficiencies and business outcomes


  • Experience driving short to mid-term department strategy and enterprise strategies preferred


  • Experience in developing contact center voice and data strategies, including implementing and adopting new technologies while achieving expected project returns (NPV/ROI) (including CRM-related technology)


  • Working knowledge of Verint, Avaya and Genesys.


  • Develop WFM processes and efficiencies while engaging across the company, providing high-quality resolutions to our customers' needs, and managing to our quality standards


  • Ensure open communication throughout the organization by keeping key partners informed of any real-time impactors (spike in volumes, outages, etc.) and providing recommendations on mitigating the impact

Applied = 0

(web-6886664d94-5gz94)