Candidates must be flexible and able to work any of the following hours as needed: Monday through Saturday 8:00am to 12:00am (midnight)
As a Workforce Management Analyst you will monitor call volume demand in real time and flexes workforce accordingly. Ensure that the best possible call center service levels are achieved to maximize utilization. Monitor call volume and average speed of answer (ASA) in real time & adjust 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
2 years call center operations experience preferred ; 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.
Committed to learn new systems and processes
Must be a reliable and professional individual
Must be able to work in an open environment, monitor calls and stayed focused
Schedule flexibility is required
Once an offer is accepted, all external applicants are subject to a background investigation
and if appropriate, drug testing. Offers of employment shall be contingent upon
passing both the background investigation and drug testing (if required).
associate referral process on WorkNet. Official guidelines for the associate referral
- Current WellPoint associates: All referrals must be submitted through the formal
program can be found in My HR.
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