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  • ID
    #4517348
  • Salary
    TBD
  • Source
    Anthem, Inc.
  • Date
    2020-08-06
  • Deadline
    2020-10-05

Vacancy expired!

Description SHIFT: Day JobSCHEDULE: Full-timeYour Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.This is an office based position (when offices reopen) in one of the following locations:

Virginia Beach, VA

Denver, CO

Houston, TX

Las Vegas, NV

Midland, GA

Richmond, VA

Tampa, FL

Hours: This position requires availability for an 8 hour shift.Monday – Friday between 7:00am to 11:00pm ET. If you live in other time zones- hours will be in your time zone There is a required holiday coverage rotation and weekend work when business requires.Responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to:

Performs real-time analysis duties to ensure service levels are met.

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.

Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.

Determines how to best distribute the staff to meet projected call volumes.

Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.

Utilizes shift schedule templates to determine shifts.

Creates shift schedules in WFM system.

Develops a set of priority rules that will govern how shifts are assigned.

Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.

Qualifications

Requires a High School diploma or GED. BA/BS degree in Business, Statistics or related field preferred

2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background.

2 years real-time management experience in a centralized call center environment preferred.

Real-time management experience in a centralized call center environment is required.

Strong writing, presentation, research, analytical, problem solving, and verbal communication skills preferred

Proficiency using Microsoft: Excel, Outlook, Power Point, and Word preferred.

Working knowledge using WFM management tools preferred.

AnEqualOpportunityEmployer/Disability/VeteranREQNUMBER: PS37962

Vacancy expired!

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