Anthem, Inc. Workforce Management Analyst in Norfolk, Virginia
SHIFT: Day Job
Your 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 care companies and a Fortune Top 50 Company.
The Workforce Management Analyst 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 or GED
A minimum of 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.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.