You will provide real time monitoring and guidance, create staff schedules that will maximise utilisation and efficiency aligned to the generated forecast and provide planning support to assist the Operational areas in ensuring service delivery of contractual KPIs. Job title: Workforce Planner Job Description: You will provide real time monitoring and guidance, create staff schedules that will maximise utilisation and efficiency aligned to the generated forecast and provide planning support to assist the Operational areas in ensuring service delivery of contractual KPIs. It is anticipated that the Tier 1 Workforce Planner will spend the majority of their time producing and analysing staffing requirement profiles to maximise utilisation and efficiency and the remainder of their time developing and maintaining current reports so they are fit for purpose adding value and insight, whilst creating new tools to assist the business. These percentages may vary if business or operational priorities change. Responsibilities - Ongoing review of forecasts – (short term). - Optimisation of ‘Offline’ activities during the day/current week. - Monitor real time performance and staff adherence, challenging and escalating where shortfalls occur. - Process on the day/in week ‘Offline’ requests, considering SLA impacts and optimising resource. - Identify and recommend ad hoc overtime/shift change requirements. - Manage all agent skill changes to ensure SLAs are met. - Update daily & weekly resource plans with amendments. - Balance all SLA’s & escalate inefficiencies, shortfalls, and risks with insight and solutions. - Chair/Attend Daily Governance meetings with key stakeholders. - Scheduling of all ‘Offline’ activities. - Review and Process holiday requests, analysing availability and thresholds. - Update and maintain the WFM tool including agent set up. - Shift Management & Release in accordance to agreed timeline and governance. - Liaise with Internal Stakeholders in terms of scheduling and real time. About You - Experience within an operation with front office (contact centre) and/or Back Office (Processing) and/or Field Services. - Analytical skills - Excellent problem solving and decision-making skills - Ability to operate effectively in a team environment - Good oral and written communication skills and interpersonal skills Desirable: - Experience in the use of WFM software, with Verint, Alvaria, AWS and EG Solutions being an advantage - Experience in the use of Telephony Operating systems, with AWS and Avaya being an advantage - Excel skills About Government Services For more than 30 years Capita has been working across the public and private sectors, solving the complex challenges of our clients, increasing productivity, enhancing their use of technology and data, improving customer and public services and adding value to the UK and local economies. Capita is committed to the local government sector and is the market leader in the delivery of Planning Resilience Services to Local Authority clients. We have worked with over 100 Local Authority clients nationwide, and have an outstanding track record of providing Development Management & Planning Policy and Consultancy services. What’s in it for you? - A competitive basic salary of £26,000 - 23 days’ holiday (rising to 27) with the opportunity to buy extra leave. - The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice. - Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more. - Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology. - Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform. You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you. Unlock Your Potential with Capita At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career. Join us and discover a career with purpose. #CareersWithPurpose 🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Equal Opportunities At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com AI & Fair Recruitment at Capita At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you. How We Use AI in Our Hiring Process To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you. Location: Home-Based - GBR, United Kingdom Time Type: Full time Contract Type: Permanent

Summary Assists in formulating and defining systems scope and objectives using research and basic understanding of business systems and industry requirements. Learns to conduct business process analyses, needs assessments and cost/benefits analyses for aligning operations solutions with business initiatives. Provides assistance in testing efforts and may provide security administration to application supported by area when the appropriate written and approved request is received. Description Logistics: Palmetto GBA – one of BlueCross BlueShield's South Carolina subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday in a remote environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. It may be necessary, given the business need to work occasional overtime. - SCA Benefit Requirements: BlueCross BlueShield of South Carolina and its subsidiary companies have contracts with the federal government subject to the Service Contract Act (SCA). Under the McNamara-O'Hara Service Contract Act (SCA), employees cannot opt out of health benefits. Employees will receive supplemental pay until they are enrolled in health benefits 28 days after the hire date. What You’ll Do: - Obtains a detailed understanding of the major operations and functions in effect within the areas being supported. Reviews basic system enhancements/upgrades to determine applicability of customer file modification requirements. Following clearly defined procedures, assists in facilitating timely and accurate updates to reference files based on customer requests. - Documents system problems and assists in their resolution. Reviews and completes various daily reports to ensure system is performing as expected. Prepares written reports and analysis, including recommendations pertaining to system functionality and testing progress. - Prepares and reviews test data, test plans and test matrices for system changes. Develops test matrices to accurately reflect changes and detail expected outcome. Executes test cases and evaluates test results for errors. Reports problems through appropriate channels and suggests corrections for a successful implementation. - Under the guidance of an advanced business analyst or manager, learns to define business requirements, perform tests, and may lead small projects. - Learns how to prepare and review data for analysis in order to evaluate the activities, performance and systems within a specific area for standards and workflow simplification. - Communicates with management and departmental personnel to document workflow procedures. Assists in preparing verbal and written communication about business changes with management or other staff members. Functions as liaison between the operations testers and information systems to facilitate communications. In addition, assists customer testers with issues that arise during projects. To Qualify for This Position, You'll Need the Following: - Required Education: Bachelor's degree. - Degree Equivalency: 4-years job related work experience OR Associate's and 2-years job related work experience - Required Software and Tools: Advanced knowledge of Microsoft Office. - Required Skills and Abilities: - Basic knowledge of business support and systems concepts. - Strong teamwork, communication and interpersonal skills. - Good analytical and conceptual skills. - Good organizational and problem-solving abilities. - Understands how projects and implementations affect an organization and is able to link it to business processes. We Prefer That You Have the Following: - Preferred Education: Bachelor's degree-in Computer Science, Business Administration, or other job-related field. - Preferred Work Experience: 1-year of business systems analysis, research, and customer support experience. - Preferred Software and Other Tools: - Working knowledge of BCBS/subsidiary systems. - Knowledge of programming languages and/or concepts. Easytrieve, DB2 or related. - Knowledge of Provider Enrollment and benefits. - Preferred Skills and Abilities: - Knowledge of procedures for the supported business unit. - Computer programming skills. - Ability to express basic technical/business concepts to management, peers, and the business units. - Experience with Provider Enrollment applications, to include initial applications, re-enrollment, reactivation, and change of information applications. - Experience working with internal databases, to include PECOS and OnBase. - Experience researching and obtaining information from internal departments, providers, government, or private agencies to resolve discrepancies. Our Comprehensive Benefits Package Includes the Following: We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment. - Subsidized health plans, dental and vision coverage - 401k retirement savings plan with company match - Life Insurance - Paid Time Off (PTO) - On-site cafeterias and fitness centers in major locations - Education Assistance - Service Recognition - National discounts to movies, theaters, zoos, theme parks and more What We Can Do for You: We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company. What To Expect Next: After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Equal Employment Opportunity Statement BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations. We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company. If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis. We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information. Some states have required notifications. Here's more information.

Role Description We are seeking a highly skilled Business Analyst to support our Ironclad Contract Lifecycle Management (CLM) practice, with a strong focus on solution design, requirements definition, and implementation support across leading CLM platforms. This role is critical in translating business needs into scalable, efficient, and user-centric contract management solutions. - Engage with clients to understand business processes, pain points, and functional requirements related to CLM. - Document business requirements, process flows, user stories, and acceptance criteria. - Support configuration, testing, and deployment activities across CLM implementations. - Collaborate closely with technical teams, project managers, and client stakeholders to ensure successful delivery. - Conduct data analysis, gap assessments, and process optimisation recommendations. - Assist with training, change management, and post-implementation support. Qualifications - Strong knowledge of CLM platforms, including Ironclad, Icertis, SirionLabs, and DocuSign CLM. - Demonstrated experience working within CLM transformation projects or digital contracting programmes. - Excellent analytical, documentation, and stakeholder-engagement capabilities. - Ability to translate complex business requirements into clear functional specifications. - Familiarity with legal operations, procurement, or contract processes is advantageous. Requirements - Hands-on experience with Ironclad is highly preferred and will be given priority. - Exposure to CLM integrations, workflow design, or contract data migration is a plus. Benefits - Excellence: We strive to make every client our advocate. - Passion: We DO because we CARE. - Collaboration: We win together through teamwork and communication. - Agility: We flex, adapt, and embrace change. - People: We value, respect, and invest in our teammates. - Vision: We create clarity of purpose and a clear path forward.

• Manage the pre-sales cycle, including requirements analysis, solution design, proposal development, client negotiations, and successful deal closure. • Act as the Single Point of Contact (SPOC) between the client and project team. • Ensure smooth execution, client training, and project success. • Develop Business Requirements Specifications (BRS), System Requirements Specifications (SRS), UML diagrams, and solution architecture documents. • Collaborate with sales and technical teams to craft tailored solutions. • Lead presentations and demonstrations of proposed solutions. • Create detailed proposals outlining scope, timelines, deliverables, and pricing. • Monitor project progress, ensuring timely and successful completion. • Conduct training sessions to ensure effective solution adoption.