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Resp & Qualifications

PURPOSE:

The Manager, Workforce Management & Optimization role is responsible for leading and optimizing workforce management operations across a hybrid customer service environment, including external vendor partners, to ensure consistent, high-quality service delivery in support of our members and providers. This position is responsible for developing and executing accurate forecasting, staffing models, scheduling, and real-time performance management. By leveraging data-driven insights and strong vendor collaboration, the Manager, Workforce Management & Optimization will align staffing resources to demand, drive operational efficiency, and enable service level attainment across all channels (voice, chat, digital) while supporting the continuous transformation of the service experience.

ESSENTIAL FUNCTIONS:

+ Develop short- and long-term forecasts across multiple channels (phone, chat, email) using historical trends, seasonality, and business inputs. Create and manage staffing plans to ensure alignment with forecasted demand and performance targets. Build schedules for internal teams and review vendor capacity plans for accuracy and feasibility.

+ Oversee real-time adherence, intraday performance, and queue monitoring to ensure optimal service delivery. Coordinate daily with internal and vendor operations teams to make adjustments to staffing and skill assignments as needed. Monitor volume spikes, system issues, and escalations to execute contingency plans and minimize member impact.

+ Serve as the primary Workforce Management (WFM) liaison to vendor partners, ensuring alignment on forecasting assumptions, staffing strategies, and performance expectations. Lead monthly and quarterly business reviews with vendors to assess workforce performance and improvement opportunities. Enforce contractual obligations related to staffing and service levels.

+ Deliver actionable reporting on key WFM metrics including forecast accuracy, occupancy, utilization, and service levels. Identify trends and insights to inform continuous improvement and optimization opportunities. Partner with analytics and operations teams to refine workforce strategies based on business needs and evolving customer demand; benchmarking state-of-the-art practices.

+ Lead and develop a small internal WFM team, fostering skill growth and professional development. Collaborate with Finance, IT, HR, and business leaders to align workforce strategies with enterprise goals. Contribute to strategic planning initiatives such as automation, AI-driven forecasting, or omnichannel transformation.

QUALIFICATIONS:

**Education Level** : Bachelor's Degree OR In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

**Experience:** 5 years experience in service center operations or Scheduling/Forecasting within a Call Center environment

1 year management experience in workforce management or service optimization related fields

Preferred Qualifications

+ Proficiency in WFM systems such as NICE IEX, Verint, Genesys Cloud, or equivalent platforms.

+ Experience managing or working with outsourced vendor partners.

+ Strong analytical, problem-solving, and communication skills.

+ Experience in the healthcare payer industry.

+ Knowledge of contact center KPIs, forecasting methodologies, and labor cost modeling.

+ Lean Six Sigma or other process improvement certification.

Knowledge, Skills and Abilities (KSAs)

+ Knowledge of call center operations, claims and/or enrollment and billing and work flows.

+ Strong presentation skills.

+ Highly proficient in Microsoft Office programs.

+ Excellent communication skills both written and verbal.

+ Ability to plan, review, supervise, and inspect the work of others.

+ Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging. **Salary Range** : $94,560 - $175,527

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Call Center Management

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

\#LI-AB1

REQNUMBER: 21157