Business Technology Team Lead - Service Workforce Management

Blue Cross Blue Shield of Michigan•Detroit, MI

17h

About The Position

The Workforce Management (WFM) Team Lead role operates within a fast‑paced, highly dynamic environment focused on driving real‑time performance and operational efficiency. This team plays a critical role in balancing service level expectations, staffing demands, and business priorities while responding quickly to changing conditions across the organization. Perform administrative and basic leadership duties by planning, directing and coordinating daily activities of the department. Contribute to planning, creating and implementing the department’s vision and strategy aligned with the company’s strategic business plan. Assist in the development of corporate standards, technology architecture, technology evaluation and transfer. Manage one or more functions related to business and systems analysis, application development and process improvement. Provide project management, technical leadership, and business consulting to corporate customers that build partnerships, foster innovation, and drive execution of corporate goals. Lead the delivery of one or more business initiatives. Coordinate activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees. Define, prioritize, and manage multiple development projects that automate business and reporting processes, directly support corporate initiatives, resulting in corporate and divisional cost savings. Provide input to business technology planning. Assist in managing business technology administration/operations/support to ensure successful fulfillment of end-user requirements. Assist in maintaining and controlling department budget, schedule and resources. Meet regularly with team to gather work statuses. Provide input into demand management process. Ensure compliance with business technology standards, governance processes, and performance metrics to ensure the department delivers value to the enterprise. Ensure adherence to policies, procedures, and standards. Discuss work progress and obstacles. Provide advice, guidance, encouragement and constructive feedback. Ensure work, information, ideas, and technology flow freely across teams. Establish measurable individual and team objectives that are aligned with business and organizational goals. Document and present performance assessments. Recognize and reward associates commensurate with performance. Partner with direct reports to establish a career development plan that is aligned to achievement of performance and career goals. Provide ongoing feedback for development. Comply with organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention. Provide input to the identification and development of potential future leaders. Advocate the need for change. Act as a change agent to implement and manage best practices within area of responsibility. Execute change through frequent communication to staff. Coach staff through the change. Identify and remove obstacles to change. Generate appropriate communication, process and educational plans for mitigating the disruption of change. Maintain knowledge of current trends and new technologies in related areas. Other duties may be assigned.

Requirements

Bachelor's degree in related field required
Five (5) years of relevant technical and business/industry work experience required
Experience in supervising and building relationships with people at all levels required
Decision making, critical and strategic thinking skills
Must possess a combination of business, technical and leadership skills and competencies understanding of client's business needs, processes and functions
Solid knowledge of business infrastructure, architecture, application development and support, networks, and computer operations
Written and verbal communication skills and the ability to influence others
Ability to achieve or exceed planned outcomes and produce results
Other related skills and/or abilities may be required to perform this job

Nice To Haves

Experience in WFM or supporting a Contact Center
Experience leading and developing a team of technical professionals with varying degrees of experience
Ability to gather and compile information to present to multiple levels of business and/or technical user

Responsibilities

Planning, directing and coordinating daily activities of the department
Contributing to planning, creating and implementing the department’s vision and strategy aligned with the company’s strategic business plan
Assisting in the development of corporate standards, technology architecture, technology evaluation and transfer
Managing one or more functions related to business and systems analysis, application development and process improvement
Providing project management, technical leadership, and business consulting to corporate customers that build partnerships, foster innovation, and drive execution of corporate goals
Leading the delivery of one or more business initiatives
Coordinating activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees
Defining, prioritizing, and managing multiple development projects that automate business and reporting processes, directly support corporate initiatives, resulting in corporate and divisional cost savings
Providing input to business technology planning
Assisting in managing business technology administration/operations/support to ensure successful fulfillment of end-user requirements
Assisting in maintaining and controlling department budget, schedule and resources
Meeting regularly with team to gather work statuses
Providing input into demand management process
Ensuring compliance with business technology standards, governance processes, and performance metrics to ensure the department delivers value to the enterprise
Ensuring adherence to policies, procedures, and standards
Discussing work progress and obstacles
Providing advice, guidance, encouragement and constructive feedback
Ensuring work, information, ideas, and technology flow freely across teams
Establishing measurable individual and team objectives that are aligned with business and organizational goals
Documenting and presenting performance assessments
Recognizing and rewarding associates commensurate with performance
Partnering with direct reports to establish a career development plan that is aligned to achievement of performance and career goals
Providing ongoing feedback for development
Complying with organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention
Providing input to the identification and development of potential future leaders
Advocating the need for change
Acting as a change agent to implement and manage best practices within area of responsibility
Executing change through frequent communication to staff
Coaching staff through the change
Identifying and removing obstacles to change
Generating appropriate communication, process and educational plans for mitigating the disruption of change
Maintaining knowledge of current trends and new technologies in related areas
Other duties may be assigned