Anthem, Inc. WFM Analyst Senior in Los Angeles, California
SHIFT: Day Job
WFM Analyst Senior
WFH - USA
Be part of an extraordinary team
We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?
Build the Possibilities. Make an extraordinary impact.
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:
Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months).
Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data.
Predicts future impact on call drivers.
Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts.
Develops a long-term service level plan with specific actions based on gaps identified by the model. Meets with management to review staffing models and to make improvements on future forecasts.
Designs, builds and maintains databases and/or spreadsheets tracking key service statistics.
Determines long-term needs and loads the forecast into the WFM system.
Serves as expert on WFM software and may be point of contact for systems related issues.
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.
Meets with management to review staffing models and to make improvements on future forecasts.
BA/BS degree in Business, Statistics or related
minimum of 2 years call center operations experience
3 years real-time management, scheduling and forecasting experience in a centralized call center environment; or any combination of education and experience which would provide an equivalent background.
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. The health of our associates and communities is a top priority for Anthem. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Anthem approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Anthem is able to reasonably accommodate. Anthem will also follow all relevant federal, state and local laws. Anthem, Inc. has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at careers.antheminc.com. Anthem is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact firstname.lastname@example.org for assistance.