Overview

Workforce optimization engagement for Blue Shield of California’s contact center operations. Applying Six Sigma DMAIC methodology with causal inference to reduce handle time variance and improve scheduling efficiency.

Scope

  • Domain: Contact center workforce management
  • Methodology: DMAIC + causal inference (DoWhy)
  • Tools: CASE (analytics), BlackBeltSuite, CausalInference skill

Current Phase

active

Currently in the Analyze phase — DAG construction for handle time drivers.

Key Findings

Finding
Initial SPC analysis shows bimodal distribution in AHT — suggesting two distinct agent populations rather than a process shift. Needs segmentation before control charting.

Data Sources

All source files are in ~/cloud/projects/blue-shield/01-source/. NER-scrubbed versions in ~/cloud/projects/blue-shield/02-working/.

Deliverables

  • Root cause analysis report
  • Control chart recommendations
  • Scheduling optimization model
  • Executive summary