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Anthem, Inc WFM Analyst Senior - PS22670 in Roanoke, Virginia

WFM Analyst Senior - PS22670

Location: United States


Requisition #: PS22670

Post Date: 2 days ago

YourTalent. 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.

WFM Analyst Senior

This position can be filled at any Anthem location.

The WFM Analyst Senior 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:

  • Performscontinuous analysis and projects if resulting metrics will increase or decreasecall volume in the long-term (typically 12-18 months).

  • Capturescall baseline data, recording and removing volume-driven events, determineshistorical patterns, incorporates incremental drivers, and incorporatesshrinkage patterns through analysis of past data.

  • Predictsfuture impact on call drivers.

  • Analyzesand interprets staffing model results by isolating and analyzing trends andassessing business impacts.

  • Developsa long-term service level plan with specific actions based on gaps identifiedby the model.

  • Meetswith management to review staffing models and to make improvements on futureforecasts.

  • Designs,builds and maintains databases and/or spreadsheets tracking key servicestatistics.

  • Determineslong-term needs and loads the forecast into the WFM system.

  • Servesas expert on WFM software and may be point of contact for systems relatedissues.

  • Requiresa BA/BS degree in Business, Statistics or related field

  • 2years call center operations experience

  • 3years real-time management, scheduling and forecasting experience in acentralized call center environment; or any combination of education andexperience, which would provide an equivalent background.

Anthem, Inc. is ranked as one ofAmerica’s Most Admired Companies among health insurers by Fortune magazine andis a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn moreabout our company and apply, please visit us at An Equal Opportunity Employer/Disability/Veteran.