Director, Workforce Optimization

This critical leadership position provides strategic oversight for 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 long term and short-term staffing modelling, operational analytics, tactical problem solving, resource scheduling, and real time call management. 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 of 12 years' experience in leading workforce management modelling within a contact center environment. Must have experience with short-term, long-term, and intraday forecasting
• 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 mid to long 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)