Workforce Management Team Lead - Premera Blue Cross
Mountlake Terrace, WA 98043
About the Job
**Join Our Team: Do Meaningful Work and Improve People's Lives**
Our purpose, to improve customers' lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.
To better serve our customers, we're creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives! As a result of these efforts we are proud to share that Forbes ranked Premera among America's 2023 Best Midsize Employers (https://www.forbes.com/lists/best-midsize-employers/?sh=58210f5e210f) and America's 2023 Best Employers By State (https://www.forbes.com/lists/best-employers-by-state/?sh=21c7c3d1983b) .
Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com .
The **Workforce Management Team Lead** is working leader role that is responsible for individual and team contributions specific to the development and management of staffing needs for multiple business units across the organization through ongoing analysis of workflow measures (attrition, average handle time, etc.). Key responsibilities include identifying and implementing effective staffing solutions to business challenges as they arise, acting as liaison to Workforce Management leadership and Operations leadership.
**What you will do:**
+ Interview, hire, and coach staff, providing professional development opportunities through work assignments, special projects, further education, and feedback.
+ Provide appropriate and timely performance feedback to staff both informally and during formal review processes, managing the performance and career growth of the WFM team.
+ Continuously improve team accuracy, workload capacity, and process efficiency.
+ Provider directional leadership to peers and organization leaders related to forecasting, workforce and staffing management, and service expectations.
+ Lead strategic business planning across the Customer Service Organization and provide long term / short term forecasting and analysis expertise.
+ Analyze financial results and provide variance analysis to support data-driven business decisions.
+ Ensure the completion of appropriate Premera training programs in order to develop associate knowledge and skills to ensure organizational goals are met. Recommend and arrange additional training when appropriate.
+ Analyze and recommend solutions taking into consideration systems performance, audits, cost efficiencies, workflow measures, and service trends.
+ Develop and prepare tools, matrices, action plans, procedural manuals, and regular and ad-hoc reports to clearly communicate progress on recommendations.
+ Serve as a resource for and collaborate with cross-functional teams to evaluate and ensure workflow issues are addressed by establishing protocols and developing action plans.
+ Collaborate with business unit leadership to identify key business issues, outline strategic alternatives, and recommend action plans to senior management Consult with customers on complex projects and identify financial impacts.
+ Other duties as assigned.
+ As part of this role, you may be assigned internal controls derived from Premera's internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively.
+ Other duties as assigned.
**What you will bring:**
+ Bachelor's Degree plus four (4) additional years of relevant experience **(Required).**
+ Four years' experience in a call center environment, two (2) years of call center technology, workflow development, operations, and/or leadership experience **(Required).**
+ Five years of forecasting or analytics experience **(Required).**
+ Three years of leadership/management experience **(Required).**
+ Experience using Genesys/Verint Suite for staffing management.
**What we offer**
+ Medical, vision and dental coverage
+ Life and disability insurance
+ Retirement programs (401K employer match and pension plan)
+ Wellness incentives, onsite services, a discount program and more
+ Tuition assistance for undergraduate and graduate degrees
+ Generous Paid Time Off to reenergize
+ Free parking
**Equal employment** **opportunity/affirmative** **action:**
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.
If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.
**Premera is hiring in the following states, with some limitations based on role or city:** Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin _._
The pay for this role will vary based on a range of factors including, but not limited to, a candidate's geographic location, market conditions, and specific skills and experience.
**National Salary Range:**
$67,800.00 - $108,500.00
**National Plus Salary Range:**
$72,700.00 - $123,600.00
_*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska_ _._
At Premera, we make healthcare work better. By focusing on improving our customers' experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives.
As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services.
Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.
Source : Premera Blue Cross