Workforce Management Analyst Lead

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us.

The Impact You Will Have

In this position, you will play a critical role in driving transformation within the Workforce Management (WFM) organization. As a Workforce Management Analyst Lead, you will partner closely with leadership across all levels to identify opportunities for process improvement, automation, and operational efficiency. Your expertise will help shape strategies that optimize workforce planning and enhance service delivery across multiple contact center environments.

Your Responsibilities: 

• Be a subject matter expert (SME) of policies, processes, software, role responsibilities, metrics, and reporting involving the workforce management team.
• Collaborate with leadership and cross-functional teams to identify and implement process improvements and automation opportunities.
• Influence division-wide workforce strategies to align with long-term business goals.
• Partner with business leaders to align workforce strategies with KPIs and financial outcomes.
• Translate business needs into actionable technical specifications for WFM tools and/or recommended workforce solutions that maximize efficiency and scalability.
• Perform advanced data analysis to identify trends, risks, and opportunities. Present solutions with clear timelines and objectives to ensure successful delivery of initiatives.
• Champion change management, ensuring smooth adoption of new tools and processes.
• Prepare and deliver presentations to leadership, providing insights and recommendations.
• Stay curious and keep up to date on the latest best-in-class workforce management solutions and methodologies.
• Manage ad hoc reporting, special projects, and other duties as assigned.
• Mentor cross-functional teams and champion a culture of continuous improvement.

Required Skills and Experience: 

• 6+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
• 5+ years of Workforce Management experience in contact centers, including inbound, outbound, and back-office operations.
• High level of proficiency in Excel including formulas, charts, and pivot tables.
• Ability to advocate and prioritize in a customer-centric organization.
• Demonstrated interpersonal skills to effectively obtain business requirements and present information.
• Strong written and verbal communication skills.
• Excellent Problem-solving skills; quick identification and efficient resolution of issues.
• Ability to validate, analyze and organize data, and recommend solutions to address business needs.
• Must be a self-starter with the ability to work independently and in team environments, multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment.
• Ability to adapt to ever changing health care requirements and processes.
• High school diploma (or equivalency) and legal authorization to work in the U.S.

Preferred Skills and Experience: 

• Working knowledge of NICE Cloud CXOne, IEX and EEM software, or other workforce management software.
• Strong understanding of health care industry and/or BCBSMN operational areas.
• Familiarity with AI-driven workforce tools and automation technologies.
• Intermediate SQL and BI technologies.
• Bachelor’s degree.

Anchored in Connection

Our hybrid approach is designed to balance flexibility with meaningful in-person connection and collaboration. We come together in the office two days each week – most teams designate at least one anchor day to ensure team interaction. These in-person moments foster relationships, creativity, and alignment. The rest of the week you are empowered to work remote.

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance

• Life insurance

• 401k

• Paid Time Off (PTO)

• Volunteer Paid Time Off (VPTO)

• And more

To discover more about what we have to offer, please review our benefits page.

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. Blue Cross of Minnesota is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic.

Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: [email protected].

Blue Cross® and Blue Shield® of Minnesota and Blue Plus® are nonprofit independent licensees of the Blue Cross and Blue Shield Association.