WFM Analyst

Description SHIFT: Day JobSCHEDULE: Full-timeYour 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

is an office based position (when offices reopen) in one of the following locations:

Richmond,

VA

Virginia

Beach, VA

Denver,

CO

Houston,

TX

Las

Vegas, NV

Midland,

GA

Richmond,

VA

Tampa,

FL

Hours: This position

requires availability for an 8 hour shift.Monday – Friday between 7:00am and 11:00pm EST. If you live in other time zones- hours will be in your time zone There is a required holiday coverage rotation and weekend work when

business requires.The Workforce Management Analyst 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 High School diploma

or GED.

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 required.

Strong writing, presentation,

research, analytical, problem solving, and verbal communication skills

preferred

Proficiency using Microsoft:

Excel, Outlook, Power Point, and Word preferred.

Working knowledge using WFM

management tools preferred.

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.REQNUMBER: PS36227-Midland-Midland