Senior Manager - Customer Quality Forecasting and Planning
Blue Shield of California - El Dorado Hills, CA

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The Operational Planning and Analysis organization is responsible for two key functions:

1) Strategy and end-to-end management of the customer service operational forecast (call volume and work volumes) for 8 call centers to ensure the right staffing at the right place at the right time
2) Planning for the annual budget and the monthly operational performance and variance analysis

The organization is responsible for identifying, assessing and integrating projects/programs in support of customer service processes and administrative efficiency. The team partners with the operational leaders to ensure programs deliver realized benefits within budget. Organizes cross-functionally to create business plans to support business unit strategy. Will be responsible for assembling and managing a project team, assigning and monitoring work of team members and providing guidance and leadership. This position is responsible for collaborating across the enterprise to develop call volume forecasts.

Primary Duties and Responsibilities:

-Manage the operational reporting and dashboard process for the customer service operations
-Monitor key performance metrics – contact rate, AHT (average handle time), attrition, shrinkage (training, coaching, inventory management, etc.)
-Manage the staffing capacity planning process with the customer service vendors to ensure vendors deliver the required staffing plans on time
-Administer the monthly operational performance and variance analysis process
-Research industry benchmarks and provide best practices for forecasting and modeling tools and strategies as well as performance management dashboards/metrics tools and strategies
-Create forecasts for the IT department to ensure scalability of IT infrastructure in support of customer service staffing needs
-Develop hiring and training forecasts based on forecasted staffing needs and communicate with Recruiting and Training organizations -Direct activities of staff engaged in the short-term and long-range financial planning and budgeting of labor and expenses for assigned business units
-Manage the planning process to ensure accurate budgeting/financial planning and prepare annual operating budget for monitoring costs to ensure compliance with budgetary guidelines.
-Oversee development of mathematical and statistical models used for short-term and long-range projections and forecasts.
-Establish department goals and action plans. Monitors and reports on progress in completing projects and accomplishing goals.
-Provide development and training opportunities for team members; monitors on-going performance; communicates expectations and results on a regular basis; communicates and interprets changes in guidelines, policies, procedures and other related matters
-Coordinate with other departments to ensure effective operational reporting systems interfaces and to resolve problems or issues
-Prepare and submit reports/PowerPoint presentations and recommendations for management and executive review
-Managerial responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
-Consults and makes recommendations to senior management on significant staffing issues
-Gains broad knowledge of company products, functions, marketing and/or service policies and procedures.
-Create and execute strategy as well as gain alignment and integration across the business in support of reducing the customer contact rate (frequency of calls)
-Develop ideas and partner with internal functions to improve self-service (VRU, web, wireless) capabilities that enhance the customer experience and reduce contact rate
-Commit to flawless execution of Blue Shield of California’s mission, vision, values and leadership principles

Job Required Education/Experience

-BA/BS degree required
-Master's degree or equivalent and 8-10 years of experience preferred
-5+ years experience in customer service organization leading a forecasting and planning team or a reporting and analysis team
-5+ years of customer experience managing cross-functional programs delivering sustained improvements in customer experience
-5+ years experience creating and driving departmental strategy including the development and implementation of underlying tactics
-Excellent verbal and written communication skills; advanced presentation skills.
-Effective time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities.
-Fosters and maintains key working relationships and actively manages stakeholders across all departments, such as marketing, sales and product development, call center operations to understand call volume drivers
-Ability to interact with all levels including senior management and influence decision-making
-Strong knowledge of customer satisfaction drivers; exceptional understanding of policy & process impact to front line employees and customer satisfaction
-Demonstrated proficiency in MS Office - specifically Excel, Word, PowerPoint and Visio.

Blue Shield of California is committed to remaining a drug-free work place. All positions require a pre-employment background investigation and drug screen. Blue Shield of California is an Equal Opportunity Employer.