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In this role you will provide leadership and guidance to a multi-functional team of business and technical professionals to drive contact center channel strategy and workforce management support. Responsibilities include; definition, prioritization, and delivery of channel management strategy, channel support, contact center technology strategy that aligns with channel strategy, and workforce management, resourcing channels, ensuring channels and systems are effectively implemented and utilized to meet divisional and company goals and objectives. You will use effective relationship management and data-driven outcomes to make sound business decisions and recommendations to leadership that will be key to ensuring the channel management strategy is implemented and workforce management support meets or exceeds performance metrics. Additionally, you'll work cohesively and collaboratively with technology leadership and experts, business colleagues, and key enterprise stakeholders to ensure objectives, expected deliverables, and goals are achieved that align with the strategy.

Required:

• Bachelor's degree or equivalent work experience.
• 4+ years of experience in channel strategy management, which includes omnichannel, contact center technology and experience in workforce management, supporting contact center or call center environments through use of various channels (i.e. IVR, Web, Chat, Self-service, etc.).
• Leadership skills gained through a combination of project or informal leadership that demonstrates knowledge of work processes, products and services, and leadership competencies.
• Project management proficiency; experience driving concept to action through effective planning and implementation through cross functional project/program teams.
• Experience in agile methodology to drive definition, prioritization, value realization, and driving of results.
• Experience using and managing contact center solutions for Interactive Voice Response (IVR), and Customer Relationship Management (CRM) such as Amazon Connect, Genesys, and/or Microsoft CRM tools; experience using and managing provider data management solutions.
• Effective communication and interpersonal skills; demonstrated through the ability to build rapport, establish relationships, identify, and leverage opportunities to responsibly influence decisions and recommendations, and effectively liaise between functional and technical areas.
• Demonstrated creative thinking, analytical, problem solving/troubleshooting, and continuous process improvement and innovative focus. Knowledge of effective change management techniques.
• Experience managing vendor relationships.

a. Provide leadership and day-to-day management of financial and human resources, primarily focusing on employee coaching, development, performance improvement, coordination and budgeting for staff and department(s) specific functions/services. May include leading a team of contact center business technology analysts and workforce management analysts.

b. Support business objectives and produce results that are effective, accurate, timely, and on target to meet business and stakeholder needs by developing and implementing strategies to improve operations and enhance channel management, contact center, and workforce management capabilities to improve user and customer experience.

c. Identify, monitor, and communicate critical business metrics to ensure project execution success and leverage results for future process improvements. This includes monitoring and analyzing channel portfolio and capabilities, contact center technology platforms performance, and workforce management to identify areas of improvement.

d. Manage the channel portfolio and transformation strategy, by monitoring performance, opportunities, governance process, and clearly articulating the value of new features and functionality for the customer experience as well as the return on investment for Wellmark. Partner with leadership, technical, and experience team to drive Epic business case creation, and feature/functionality multi­ year release plans that support the channel portfolio and channel strategy.

e. Stay up-to-date with industry trends and best practices in customer service, channel management, contact center technology, and workforce management.

f. Provide strategic influence and consultative, technical, and analytical leadership for channel management and contact center modernization by evaluating current state, industry trends, and establishing a transformational roadmap to enhance the experience.

g. Provide consultative, technical, and analytic leadership for the workforce planning processes and initiatives within Operations. Develop operational workforce plan linked to strategic initiatives; identify activities and resources necessary to execute plan.

h. Lead Operation's division workforce planning initiatives by overseeing the creation of forecasts, scheduling resources, and the monitoring of real-time performance of staff and their workload. Utilize the forecasted workload volume, handle time, and production standards to consult on and support the creation of short-term and long-term staffing plans for stakeholders both within and outside of the Operation's division as applicable.

i. Provide oversight of the development and execution of staffing models for Operations areas which support hiring and training plans, as well as overall management of daily workload and inventory reduction.

j. 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.

k. Serve as business owner and manager of mandated and corporate system initiatives comprised of multiple inter-related projects which are interdependent, integrated, complex, cross-functional, broad scope and high risk. Accountable for providing and directing the release of accurate and timely information to project teams, key decision makers, and Operation's leaders.

l. Cultivate ideas; facilitate and implement process improvement initiatives across the business.

m. 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]