Job Overview
Location
Work at Home - Nebraska
Job Type
Full-time
Category
Operations
Date Posted
April 15, 2026
Full Job Description
đź“‹ Description
- • As a Workforce Management Coordinator at Nebraska Blue Cross and Blue Shield, you will play a critical role in ensuring the Customer Service Center operates at peak efficiency by forecasting demand, optimizing staffing schedules, and monitoring real-time performance to meet service goals and uphold high customer satisfaction standards.
- • Your day-to-day responsibilities include developing and maintaining contact center operations reports, analyzing multi-channel traffic patterns, adjusting staffing in real time based on workload fluctuations, managing agent skilling and proficiency settings, conducting training on workforce management methodologies, and leading meetings focused on WFM KPIs, resource challenges, and service strategies.
- • You will be part of a mission-driven team at Blue Cross and Blue Shield of Nebraska, an organization dedicated to improving the health and well-being of its members and communities, where your work directly supports operational excellence and customer experience in a rapidly evolving healthcare environment.
- • In this role, you will deepen your expertise in workforce management systems, data-driven decision-making, and contact center operations while gaining valuable experience in forecasting, scheduling, real-time analytics, and cross-functional collaboration within a supportive and purpose-led organization.
🎯 Requirements
- • Bachelor’s Degree or equivalent and relevant Workforce Management experience
- • 1+ years of experience administering a WFM system including forecasting, scheduling, and real-time functionality
- • 1+ years of experience administering agent skilling
- • Excellent Microsoft Excel skills, including workbook design, data accumulation, and reporting
- • Excellent communication skills (verbal and written) with ability to engage all organizational levels
- • Working knowledge of call center operations, telecommunications, call routing, and skill management
🏖️ Benefits
- • Opportunity to work remotely from home within Nebraska or approved states (Florida, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, Texas)
- • Purpose-driven work supporting the health and well-being of members and communities
- • Professional growth through training sessions and leadership in WFM methodology meetings
- • Stable employment with a mission-focused, industry-leading healthcare organization
- • Collaborative team environment with clear impact on service efficiency and customer satisfaction
Skills & Technologies
About Nebraska Blue Cross and Blue Shield
Nebraska Blue Cross and Blue Shield is a member-owned nonprofit health insurer headquartered in Omaha, providing medical, dental, vision, pharmacy, and supplemental coverage to individuals, families, and employers statewide. Founded in 1939, the company administers self-funded plans, Medicare Advantage, and Medicaid products, operating a statewide provider network of hospitals, physicians, and specialists. It also offers health-management programs, wellness incentives, and digital tools to improve care quality and affordability for more than 750,000 members.
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