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Anthem, Inc. WFM Analyst II/Scheduler - Roanoke, VA; South Portland, ME; Albany, NY; Reno, NV; Indianapolis, IN; Cincinnati, OH; Midland, GA - PS35235 in Indianapolis, Indiana

Description

SHIFT: Day Job

SCHEDULE: Full-time

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:

  • BA/BS degree in Business, Statistics or related field

  • 2 years call center operations experience

  • 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.

REQNUMBER: PS35235-Indianapolis-Indianapolis

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