Workforce Management Analyst - 2nd shift - Richmond, VA
WellPoint - Richmond, VA

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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.
    • 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.

    WellPoint - 11 months ago - save job - block
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    About this company
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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...