Blue Cross Blue Shield - Phoenix, AZ
posted 5 months ago
About the position
The WFM Scheduling Coordinator at Blue Cross Blue Shield of Arizona serves as the primary contact and owner of all Workforce Management Scheduling functions for one or more assigned lines of business. This hybrid position requires the employee to reside and work within the state of Arizona. The role involves the creation, maintenance, and optimization of workforce schedules based on forecasted performance and staffing models. The coordinator will proactively support leadership within the assigned line of business, effectively managing workload assignments and recurring requirements to ensure timely completion of work. In this position, the coordinator will identify opportunities to optimize schedules and improve scheduling efficiencies to maximize service quality. Utilizing discretion and independent judgment, the coordinator will manage workload and maintain service level agreement (SLA) performance goals. The role also requires partnering with operational leadership to support their needs and resolve inefficiencies within a fast-paced and evolving environment. The essential job functions include collaborating closely with assigned business segment staff and leadership to provide dedicated Workforce Management Scheduling support, analyzing forecast volume, capacity, and staffing data to foster scheduling efficiency, and generating, releasing, and maintaining optimized work schedules for one or more service centers. The coordinator will also analyze and track back-office inventory to ensure accurate workload assignment and successful achievement of service level agreements, manage non-production work activities, and represent Workforce Management in meetings and workgroups as a leader fluent in WFM scheduling methodologies and strategies.
Responsibilities
- Function as the main point of contact for Workforce Management Scheduling functions.
- Create, maintain, and optimize workforce schedules based on forecasted performance and staffing models.
- Support leadership within assigned line of business by managing workload assignments and recurring requirements.
- Identify opportunities to optimize schedules and improve scheduling efficiencies.
- Utilize discretion and independent judgment to manage workload and maintain SLA performance goals.
- Partner with operational leadership to support their needs and resolve inefficiencies.
- Collaborate closely with assigned business segment staff and leadership to provide dedicated Workforce Management Scheduling support.
- Analyze forecast volume, capacity, and staffing data to foster scheduling efficiency.
- Generate, release, and maintain optimized work schedules for service centers.
- Analyze and track back-office inventory to ensure accurate workload assignment and achievement of service level agreements.
- Manage non-production work activities and ensure minimum staffing levels are maintained.
- Analyze enterprise health and application performance for potential impacts to operational readiness.
- Represent Workforce Management in meetings and workgroups as a leader fluent in WFM scheduling methodologies and strategies.
Requirements
- 3 years of experience in enrollment, claims, or service center operations.
- 1 year of experience in Workforce Management field.
- High School Diploma or GED in general field of study.
Nice-to-haves
- 5 years of experience in enrollment, claims, or service center operations.
- 5 years of experience in work management (scheduling/planning) field.
- Bachelor's degree in general field of study.
- SWPP - Society of Workforce Planning Professionals certification.
