Why Wellmark: We are a mutual insurance company owned by our policy holders across Iowa and South Dakota, and we’ve built our reputation on over 80 years’ worth of trust. We are not motivated by profits. We are motivated by the well-being of our friends, family, and neighbors–our members. If you’re passionate about joining an organization working hard to put its members first, to provide best-in-class service, and one that is committed to sustainability and innovation, consider applying today! 

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As Resource Planning Operations Analyst you will lead and coordinate the Operations resource planning initiatives by utilizing forecasted workload volume, handle time, and production standards to create short-term and long-term staffing plans for Customer Service, Claims, and Membership & Enrollment. You'll provide consultative, technical, and analytic leadership for resource planning processes and initiatives within Operations, perform detailed analytics to identify trends and determine performance and staffing needs, in addition to facilitating the external stakeholder impact planning process by accurately forecasting impact to Operations related volumes.

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

• Bachelor’s degree or direct and applicable work experience.
• Minimum 2+ years of workforce management experience in a contact center environment, preferably in forecasting staffing models.
• Proven analytical and interpretive skills related to identifying causes and key factors, compare data and identifying alternative solutions.
• Advanced skills with Microsoft Office (Word, Excel, PowerPoint, and Outlook) product knowledge; Experience working with software dedicated to forecasting.
• Coaching and mentoring skills.
• Good judgment, reasoning, process improvement and problem-solving skills.
• Strong organizational skills and follow-through abilities with particular attention to detail.
• Demonstrated critical thinking, problem solving/troubleshooting and continuous process improvement skills.
• Proactive self-starter with effective time management skills and the ability to independently organize and prioritize projects/initiatives and tasks. Flexible and adaptable to change.
• Naturally curious, with demonstrated abilities in making data-driven business decisions.
• Strong collaboration and team building skills, including success working in a team environment and capable of building and maintaining positive relationships with other staff, departments, and customers.
• Ability to use techniques in data manipulation and management to meet business reporting needs.
• Effective verbal and written communication skills with the ability to communicate complex concepts clearly and concisely across varying departments within an organization.

a. Provide consultative, technical, and analytic leadership for Claims, Customer Service, and Membership & Enrollment resource planning processes and initiatives within Operations.

b. Develop operational resource plan linked to strategic initiatives; identify activities and resources necessary to execute plan.

c. Lead Operations resource planning initiatives by utilizing forecasted workload volume, handle time, and production standards to create short-term and long-term staffing plans for Customer Service, Claims, and Membership and Enrollment.

d. Analyze performance and staffing plans to identify trends, root cause analysis, opportunities for improvement, and ability to take action to improve performance.

e. Develop staffing models for Operations areas which support hiring and training plans, as well as overall management of daily workload and inventory reduction.

f. Provide project leadership and expertise in developing operational metrics and process management that assist stakeholders in delivering process performance that reflects continuous improvement and includes appropriate controls so improved results can be sustained.

g. Accountable for providing and directing the release of accurate and timely information to project teams, key decision makers, and Operations leaders.

h. Support Operations Division Business Continuity Plan by maintaining and communicating business disruption staffing requirements for Operations departments and processes.

i. 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 [email protected]