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WFM Analyst Sr

Location: Roanoke, VA
Job Family: Reporting & Data Analysis
Req #: PS43525
Date Posted: Jan 21, 2021

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 benefits companies and a Fortune Top 50 Company.  This role is responsible for providing high level administrative support to an individual or department. 

Due to the current COVID-19 (coronavirus) pandemic, this position will require you to work remotely from your home with the possibility to return to a regular, in-office work environment at a local Anthem office.

WFM Analyst Sr. 

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. 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.
     

Qualifications

Qualifications: 

  • BA/BS degree in Business, Statistics or related field preferred
  • 2 years call center operations experience
  • 3 years real-time management, scheduling and forecasting experience in a centralized call center environment
  • Any combination of education and experience, which would provide an equivalent background
  • Proficiency in MS Excel required
  • Strong presentation skills preferred
  • GENESYS experience preferred
  • Position is responsible for predicting call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type. 
  • Position is responsible for conducting leadership meetings to ensure inventory and resource needs are met. 
  • Position is responsible for analyzing and interpreting staffing model results by isolating and analyzing trends and assessing business impacts. 
  • Position completes full root-cause analysis on fluctuation in call volume and develops action plan with leadership teams. 
  • Position serves as expert on WFM software and may be point of contact for systems related issues.
  • Position supports Operational reporting by maintaining databases and/or spreadsheets tracking key service statistics.

*This position is preferred in office in Roanoke, VA; Richmond, VA; South Portland, ME; Reno, NV; Indianapolis, IN; Cincinnati, OH; Albany, NY; Midland, GA; St. Louis, MO and has hours anytime between 8:00AM-6:00PM EST M-F and occasional holiday and weekend work when the business requires.

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

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