Workforce Management & Optimization Manager (Hybrid)
BALTIMORE, MDPosted 19 days ago
Job summary
Job post source
This job is directly from CareFirst BlueCross BlueShield
Job overview
The Workforce Management & Optimization Manager at CareFirst BlueCross BlueShield leads workforce management operations in a hybrid customer service environment to optimize staffing and service delivery across multiple channels.
Responsibilities and impact
The role involves forecasting, staffing, scheduling, real-time performance monitoring, vendor collaboration, reporting on key metrics, and leading a small internal team to ensure efficient service and operational goals are met.
Compensation and benefits
The salary range is $94,560 to $175,527, with a comprehensive benefits package including incentive programs and 401k contributions, subject to eligibility.
Experience and skills
Requires 5 years in service center operations or scheduling/forecasting, 1 year management experience in workforce management, proficiency in WFM systems preferred, and strong analytical and communication skills; healthcare payer industry experience and process improvement certification are preferred.
Career development
Opportunities include leading a team, collaborating across departments, and contributing to strategic initiatives like automation and AI-driven forecasting for continuous transformation.
Work environment and culture
CareFirst promotes equal employment opportunity and values service excellence, communication, and teamwork in a supportive hybrid work environment.
Company information
CareFirst BlueCross BlueShield is a healthcare payer known for its commitment to quality service and comprehensive health insurance solutions.
Team overview
The candidate will lead a small internal workforce management team and work closely with vendor partners and cross-functional departments.
Job location and travel
The position is hybrid, requiring some onsite presence with flexibility, located in the U.S., with no sponsorship available.
Application process
Applicants must apply through the CareFirst careers website at www.carefirst.com/careers.
Unique job features
The role includes managing multi-channel workforce operations, vendor partnerships, and involvement in innovative projects like AI forecasting and omnichannel transformation.
Company overview
CareFirst BlueCross BlueShield is a not-for-profit healthcare company that provides health insurance products and services to individuals and businesses in Maryland, Washington D.C., and Northern Virginia. They generate revenue through premiums paid by policyholders and by managing healthcare plans for employers and government programs. Founded in 1934, CareFirst has a long history of focusing on community health initiatives, and they are known for their commitment to improving healthcare access and affordability.
How to land this job
Tailor your resume to highlight expertise in workforce management, particularly in forecasting, staffing models, and real-time performance management within hybrid customer service environments including vendor partnerships.
Emphasize your experience with WFM systems like NICE IEX, Verint, or Genesys Cloud, and your ability to lead vendor collaboration and enforce contractual service levels to optimize operations.
Apply through multiple channels including CareFirst BlueCross BlueShield’s corporate career site at www.carefirst.com/careers and LinkedIn to maximize your application visibility.
Connect with CareFirst’s Call Center Management team members on LinkedIn, using ice breakers such as commenting on recent service transformation initiatives or asking about their approach to vendor management and forecasting challenges.
Optimize your resume for ATS by incorporating keywords from the job description such as 'workforce management,' 'forecasting,' 'vendor partnerships,' 'service level attainment,' and 'WFM systems' to ensure it passes automated screenings.
Leverage Jennie Johnson’s Power Apply feature to automate tailored applications, identify multiple application channels, and discover LinkedIn connections to network with, freeing you to focus on preparing for interviews and skill development.
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