Aetna Call Center Workforce Analyst (WFM) Specialist in Chicago, Illinois

Req ID: 38202BR

POSITION SUMMARY

bswift is currently seeking a Call Center Workforce Analyst (WFM) to join our growing team. bswift is a rapidly growing employee benefits administration software company based in Chicago, IL. Our Internet based system simplifies employee benefits administration with solutions that encompass all aspects of employee benefits enrollment/administration, employee benefits communications, and information and content for Human Resources Managers. bswifts award-winning technology significantly reduces administrative costs and time-consuming paperwork, improves Human Resources responsiveness, and enhances the employee benefits offering.

We are looking for employees who will consistently reflect our core values of higher standards, greater accountability, and more fun! This is an in office only role in our Chicago, IL office and will require the hours from 7AM-4PM, 8AM-5PM, 9AM-6PM and or 10AM-7PM (with flexibility to work any of these schedules as needed.)

The Call Center Workforce Analyst (WFM) Specialist is responsible for daily scheduling of representatives including shift assignment, meetings, trainings and other required scheduling events. This position will also maintain the call flow and scripting in the telephony system.

Fundamental Components:

The Call Center Workforce Analyst (WFM) Specialist is responsible for daily scheduling of representatives including shift assignment, meetings, trainings and other required scheduling events. This position will also maintain the call flow and scripting in the telephony system.

Handles all call center scheduling for representatives including shift assignments, meetings, trainings and other schedule related events

Identifies staffing schedule needs based on current and historic call volumes and adjusts representative shift assignments accordingly

Monitors inbound call traffic and ensures efficient distribution based on staff availability

Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary

Resolves systems problems that may affect departmental standards

Develops and maintains call scripting and call routing flows in the telephony system

Oversees recording of messaging and prompts as approved by respective client

Partners with Call Center Implementation Analyst on development of proposed scripts for new client implementations

Other duties as assigned.

BACKGROUND/EXPERIENCE

At least 2 years call center Workforce Management experience is required

Extremely resourceful and able to problem solve

Schedule flexibility is required

Previous scheduling and/or Workforce Management experience is required

Systems, Internet and call center Environment experience

Insurance and/or benefits administration experience is highly preferred

Strong Microsoft Excel knowledge is needed

Benchmarking and trending experience

EDUCATION

Bachelor's degree is required

ADDITIONAL JOB INFORMATION

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click hereto review the benefits associated with this position.

Job Function: Customer Service