The Call Center Operations Technician is responsible for Real Time managing and directing of all contact center traffic utilizing various applications. Primary responsibilities also include making decisions to effectively handle these volumes such as approved time off, shift changes and any contact center activity that affects staffing and the department's ability to meet established Service Level objectives. This position will also be responsible for testing, researching, implementing, communicating and maintaining current systems and technology specific to workforce.
"This position is eligible to work onsite, remote, or hybrid (9 or more days a month onsite) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment."
Why Join Us?
Family Comes First: Total rewards package that promotes the idea of family first for all employees; including paid time off and family first leave.
Professional Growth Opportunities: Advance your career with ongoing training and development programs both through our internal Blue University and external opportunities.
Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
Stability: 80 years of commitment, compassion, and community
Lead and Inspire: Guide and mentor your team to achieve their full potential and success.
Balance: paid vacation and sick leave with paid maternity and paternity available immediately upon hire
Real World Experience: You will work hand in hand with our team in learning our business and applying your classroom learning.
Compensation
$23.00- 27.30
Non- Exempt 12
Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training.
Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.
Essential Functions
- Optimize schedules as resource requirements change.
- Create and maintain all contact center schedules, to include, reviewing and responding to all schedule update requests, and last-minute changes.
- Identify changes in call volume and adjust resources accordingly to meet the service level goals.
- Coordinate on a regular basis as needed to manage outages, call spikes, company events, etc., to assure required non phone activities are properly prioritized and scheduled within acceptable time frames.
- Provide Real Time data to evaluate, audit, and process various forms of analysis linked to the call center performance.
- Analyze - determine appropriate time for re-forecasts throughout the day to allow for appropriate shifts in workload and calls based upon volume, available staff and other business influences.
- Assist with analysis to interpret operational trends and aid in creating recommendations for possible improvement strategies.
- Develop and provide reports related to forecasting, scheduling, service level and agent performance.
- Research, negotiate, train, implement, and maintain new technology or upgraded technology as needed for workforce-based systems.
- Ability to implement, migrate, update and train on new systems/job tools that may affect eWFM and/or the contact center.
- Perform testing for changes that may occur associated with Workforce systems. This may require testing after normal business hours.
- May act as internal point of contact as it relates to staffing or systems related to staffing.
- All aspect of testing will be expected for Workforce systems, to include, creating tickets, working with IS or Vendor to trouble shoot issues, creating test cases, running test cases, log test results and communicate change to the department.
Knowledge/Skills/Abilities: - Excellent communication skills and interpersonal skills necessary to effectively interact with others needed.
- Strong attention to detail with strategic thinking and planning skills required.
- Exceptional analytical and problem-solving skills.
- The ability to work in a fast-paced environment where errors are visible and could affect the caller or agent's experience.
- Strong attention to detail with strategic thinking and planning skills required.
- Demonstrated ability to handle visual monitoring and data entry simultaneously.
Education and Experience: - 18 months experience in the BCBSKS contact center and understand statistical analysis required.
- In lieu of BCBCKS experience, must have 2 years' experience working in a contact center with an understanding of both workforce processes and statistical analysis.
- Advanced knowledge of Windows based software required with strong proficiency in Word and Excel spreadsheet applications is required. Knowledge of Access a plus.
- Math aptitude required.
- Knowledge of BCBSKS multiple lines of business to understand call center structure preferred.
- Experience with WFM applications and working with call routing strategies preferred.
- Experience with contact center tools such as Avaya, Verint, Genesys, Nice, Qualtrics, Workforce Management, and Virtual Hold tools preferred.
Benefits & Perks - Base pay is only one component of your competitive Total Rewards package:
- Incentive pay program (EPIP)
- Health/Vision/Dental insurance
- 6 weeks paid parental leave for new mothers and fathers
- Fertility/Adoption assistance
- 2 weeks paid caregiver leave
- 5% 401(k) plan matching
- Tuition reimbursement
- Health & fitness benefits, discounts and resources
Our Commitment to Diversity, Equity, Inclusion, and Belonging At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of diversity, equity, inclusion, and belonging (DEIB), where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.
We believe that embracing diversity and authentically promoting inclusion, equity, and belonging among our team members is crucial to our collective success. By intentionally recruiting, developing, and retaining a diverse pool of talent, we cultivate an environment where everyone feels valued, heard, and empowered to contribute. Accommodations are available for applicants with disabilities upon request, ensuring an inclusive and accessible hiring process for all.