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As Sr. Resource Planning and Forecasting Coordinator you will provide forecasted workload volumes, handle time, and production standards to create and/or assist with staffing plans in our operations division for Customer Service, Claims, and Membership & Enrollment. You will make ongoing staffing adjustments based on business changes and external impacts by supporting the accurate forecasting of call volume, claim volume, enrollment volume, handle time and production projections utilizing Work Force Management (WFM) systems, production systems and forecasting tools to meet service level expectations for members, employers, and other stakeholders. Additionally, you will assist with the external stakeholder impact planning process by accurately forecasting impact to Operations related volumes, lead the implementation of Work Force Management system upgrades and assist with the department’s business continuity planning process.

Ideal candidates have an analytical mind and are skilled at forecasting. They have quantitative thinking abilities with an understanding of resource planning for a call center environment. They enjoy analyzing data and trends to effectively tell the story and provide recommendations for staffing needs in the division.

Required:

• Associate’s degree or direct and applicable work experience.
• 4+ years of successful operational experience in a call center, resource planning and/or related field.
• Proficient with Microsoft Office products, including Excel.
• Effective written and verbal communication skills with the ability to clearly and concisely communicate complex concepts across varying departments within an organization.
• Proven analytical skills related to identifying causes and key factors, compare data and identify alternative solutions.
• Strong attention to detail and ability to perform, document, and guide others through a series of related steps.
• Ability to manage change, collaborate and create working relationships with others.
• Previous coaching and mentoring experience.
• Ability to use techniques in data manipulation and management to meet business reporting needs.

a. Responsible for providing forecasted workload volume, handle time, and production standards to create and/or assist with staffing plans for Customer Service, Claims, and Membership & Enrollment. Make ongoing staffing adjustments based on business changes and external impacts. Support the accurate forecasting of call volume, claim volume, enrollment volume, handle time and production projections utilizing Work Force Management (WFM) systems, production systems and forecasting tools to meet service level expectations for members, employers, and other stakeholders.

b. Assist with the external stakeholder impact planning process by accurately forecasting impact to Operations regarding related volumes.

c. Collaborate with leadership and other appropriate business stakeholders in the development of Operations resource planning initiatives including staffing models, forecasted inventory/volumes, and processes.

d. Assist in the implementation of Work Force Management system upgrades and assist with the department’s business continuity planning process.

e. Develop and communicate call center management reports to Operations leadership, focusing on process improvements and performance monitoring.

f. Facilitate and coordinate monthly staffing and planning meetings with Operation leaders and internal stakeholders; analyze key performance metrics and long-term staffing plans.

g. Mentor and train other Resource Planners. Share knowledge of business and Wellmark experience that enables them to effectively forecast call volumes.

h. Other duties as assigned.

An Equal Opportunity Employer

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us at careers@wellmark.com