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Anthem, Inc. Workforce Management Analyst II/Scheduler in Norfolk, Virginia

Description

SHIFT: Day Job

SCHEDULE: Full-time

The Workforce Management Analyst II/Scheduluer

The Workforce Management Analyst II/Scheduler is 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; 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.

    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.

    Applicable to Colorado Applicants Only:

    Hourly Pay Range*: $26.57/hr - $33.22/hr Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. * The hourly or salary range is the range Anthem in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in Colorado. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. 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. An Equal Opportunity Employer/Disability/Veteran.

    Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 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.

    REQNUMBER: PS54147

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