Job Description

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. BCBSAZ offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Responsible for creating short-term demand forecast models, for multiple business segments, using advanced business knowledge of key drivers for call and back-office workload volumes.  Accurately calculates and communicates staffing requirements for multi-skilled roles within all business segments. Functions as the main point of contact and owner of all Workforce Management functions, closely supporting all staff and leadership within assigned lines of business, that includes providing detailed analysis on an ongoing basis.  Utilizes discretion and independent judgement to manage workload volumes, agent support, and performance objectives.  Provides workforce management workload assignment and balancing requirements for work peaks and valleys to ensure the timely completion of work.  Conducts continuous real-time analysis of queue performance and adherence, and partners with assigned segment staff to resolve.  Provides valuable insight into trends based on data findings and offers potential solutions to performance challenges.



Required Work Experience
  • 3 years of experience in Workforce Management processes and tools (i.e. NICE/IEX, Verint) and ACD technology (i.e. Avaya).
  • 3 years of experience in service center operations

Required Education

  • High-School Diploma or GED in general field of study


Preferred Work Experience
  • 6+ years of experience in Workforce Management processes and tools (i.e. NICE/IEX, Verint) and ACD technology (i.e. Avaya).
  • 6+ years of experience in service center operations

Preferred Education

  • Bachelor’s degree in informatics, data science, statistics or general field of study


  • Responsible for creating short term demand forecast models using advanced business knowledge of key drivers for both call and back-office workload volumes for multiple business segments
  • Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments
  • Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends
  • Modify and update historical call/workload volume data to ensure accuracy of future forecasts
  • Conduct "what if" capacity plan scenario analyses to determine potential solutions to improve performance
  • Display initiative in research beyond the specific assignment
  • Lead consultations with internal departments with interpretation of results based on the models
  • Produce complex analytic solutions
  • Communicate complex analysis and capacity plans to multiple business segments in order to ensure clear understanding of current performance trends
  • Collaborate closely with assigned business segment staff and leadership to provide dedicated Workforce Management support
  • Works in the service of functional business areas to meet business needs by providing independent perspective, analysis and recommendations to achieve overall business objectives
  • Analyze and validate forecast volume, capacity and staffing data
  • Analyze and track aging back-office inventory to ensure accurate workload assignment and successful achievement of service level agreements
  • Monitor call queues throughout the day and notify assigned business segment staff and leadership of un-forecasted spikes or impacts to service levels
  • Perform historical and real-time queue monitoring to ensure appropriate staffing levels and skill alignment are maintained to reach established customer service standards
  • Analyze, audit, and communicate schedule adherence, including scheduled and unscheduled absences, and daily activity
  • Participate and present data during weekly meetings with the business segments leaders to discuss trends, projections, and to create a plan of action to meet contact center metrics
  • Support Director of Workforce Management and other Workforce Management team members through data insights and identified opportunities
  • The position requires a full-time work schedule.  Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements
  • Perform all other duties as assigned


Required Job Skills

  • Strong analytical skills
  • Excellent planning and organizational skills
  • Strong written/verbal communication, interpersonal, and presentation skills
  • Strong understanding of call center operations and associated technologies
  • Advanced PC/application proficiency
  • Strong skill in word processing, spreadsheet, and database software

Required Professional Competencies

  • Establish and maintain working relationships in a collaborative team environment
  • Ability to work independently, multi-task and meet deadlines
  • Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment
  • Flexibility and willingness to adjust to shifting demands/priorities
  • Strong analytical skills and synthesize large amounts of information
  • Advanced ability to provide clear and concise explanations to complex data driven issues

Required Leadership Experience and Competencies

  • High standard of performance while pursuing aggressive goals
  • Ability to build synergy and interdependence with a diverse team, in a changing environment

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see  If interested in this position, please apply.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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