Workforce Management Analyst # 122901
Posted: November 03, 2016
Reference ID: 648366934
/Your Talent. Our Vision./ At CareMore, a proud member of the Anthem, Inc. family of companies specializing in providing senior Americans a complete and pro-active health care experience, it's a powerful combination. It's the foundation upon which we're creating greater care for our members, greater value for our customers and greater health for our communities. Join us and together we willdrive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve.
Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
Primary duties may include, but are not limited to:
Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
Schedules activities around forecasted call patterns. Schedules off-phone activities when call volume projections are down.
Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met.
Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
Updates schedules to account for breaks, paid time off, tardiness, etc.
Requires a H.S. diploma; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. Real-time management experience in a centralized call center environment is preferred.
/Anthem, Inc. is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2014 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at//antheminc.com/careers//. EOE. M/F/Disability/Veteran./
Job Reporting & Data Analysis
Title: Workforce Management Analyst # 122901
Requisition ID: 122901