Anthem, Inc. Workforce Management Analyst Senior (Planner) & Workforce Management Analyst Senior (Tech) in West Des Moines, Iowa
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 benefits companies and a Fortune Top 50 Company.
Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends. Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. Develops staffing models which are utilized by Finance during the budgeting process. Maintains numerous staffing models which may include multiple business units.
Primary duties may include, but are not limited to:
Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months).
Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data.
Predicts future impact on call drivers.
Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts.
Develops a long-term service level plan with specific actions based on gaps identified by the model.
Meets with management to review staffing models and to make improvements on future forecasts.
Designs, builds and maintains databases and/or spreadsheets tracking key service statistics.
Determines long-term needs and loads the forecast into the WFM system.
Serves as expert on WFM software and may be point of contact for systems related issues.
Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; 3 years real-time management, scheduling and forecasting experience in a centralized call center environment; or any combination of education and experience, which would provide an equivalent background.
Applicable to Colorado Applicants Only
Hourly Pay Range*: $28.54/hr - $35.67/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 is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.