Workforce Optimization Analyst, Consultant

At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We’re excited to share Blue Shield of California has received awards and recognition for â€" LGBT diversity, quality improvement, most influential women in corporate America, Bay Area’s top companies in volunteering & giving, and one of the world’s most ethical companies. Here at Blue Shield of California, we’re striving to make a positive change across our industry and the communities we live in â€" Join us!


Job Summary

Scheduling and Forecasting analyzes trends, volume, patterns, productivity, attrition rates, scenario modelling, talent supply and resource allocation to forecast staffing needs to support various channels and conduct workforce planning to meet customer experience goals.

The Workforce Optimization Analyst analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

  • Coaches team members and acts as a functional SME.
  • Understands complexities of the business. Anticipates and handles critical situations with solid business solutions.
  • Analyzes all CE operational workflows where inventory and/or call volumes dictate staffing/resources needs: contact center trends (including call volumes and call patterns), claims & membership inventory to forecast workload needed to support various channels.
  • Ensures member service needs are met through accurate forecasting in support of various business areas.
  • Provides data and additional information to be used for capacity planning.
  • Delivers results of analysis and recommendations to various business partners and leadership to support the Blue Shield of California mission.
  • Other duties as assigned.


Knowledge and Experience
  • Typically, requires a college degree or equivalent experience.
  • 7 years of prior relevant experience.
  • Excellent analytical and problem-solving skills.
  • Requires deep knowledge of job area typically obtained through advanced education combined with experience.
  • Typically, viewed as a specialist within discipline. May have broad knowledge of project management.

Physical Requirements

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Please click here for further physical requirement detail.

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.EEO Policy