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Anthem, Inc. WFM Analyst in Las Vegas, Nevada

Description

SHIFT: Day Job

SCHEDULE: Full-time

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 care companies and a Fortune Top 50 Company.

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.

Qualifications

  • Requires a H.S. diploma and a minimum of 2 years call center operations experience; 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.

Applicable to Colorado Applicants Only

Hourly Pay Range*: $ 20.27/hr - $ 25.34/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.

    Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2020 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.

    REQNUMBER: PS61377

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