WFM Analyst (Denver, CO) 62875
WellPoint - Denver, CO

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Work Shift: Nights and Weekends

The WFM 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:

Offers support afer hours and on weekends for a client that supports a team 24/7.
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.
Prepares daily call volume summary reports for internal management. Manages Associate call-out line (Attendance Line).

Work Shift: Nights and Weekends

The WFM 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:

Offers support afer hours and on weekends for a client that supports a team 24/7.
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.
Prepares daily call volume summary reports for internal management. Manages Associate call-out line (Attendance Line).

WellPoint - 18 months ago - save job - block
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WellPoint, Inc. (WellPoint) is a health benefits company serving 35 million medical members, as of December 31, 2008. The Company is an...