Aetna Local Call Coordinator - Work Force Management in Evansville, Indiana

Req ID: 38801BR


Meritain Health's Call Center Workforce Management team has an opening for a Local Call Coordinator. This position maintains oversight of the local call management function. Responsible for the efficiency/quality of monitoring call volumes. Conducts call pattern forecasting activities and forecasts scheduling /hiring /headcount needs through the Aspect system. Recognizes and recommends operational improvements by way of trending/analyzing speech analytics information.

Fundamental Components:

Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation. Monitors inbound call traffic and ensures efficient distribution based on staff availability. Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning with call centers. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary. May provide on-the-job training for new hires. Monitors performance of staff members according to established standards. Accountable for achieving maximum efficiency of productivity for the department. Resolves systems problems that may affect departmental standards. Monitors inbound/outbound call patterns and reasons for contact. Works with supervisor and/or other departments to analyze results for process improvements or adjustments as needed.


Problem solving skills. Organized and able to prioritize tasks effectively. Outstanding customer service skills are required. Strong project management skills (financial, analytical, planning and implementation). Solid written and oral communication skills. Solid leadership skills including staff development. Must have experience in a claim/call center environment.


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Functional - Customer Service/Customer service - transaction based environment/1-3 Years

Functional - Customer Service/Call center monitoring & analysis - Inbound calls - national call mgmt/1-3 Years

Functional - Project Management/Intra-department project management/1-3 Years


Technical - Call Management/CMS/1-3 Years/Power User

Technical - Desktop Tools/Microsoft Outlook/4-6 Years/End User

Technical - Call Management/Analog Lines/1-3 Years/Power User


Leadership/Collaborating for Results/ADVANCED

Service/Creating a Differentiated Service Experience/ADVANCED

Technology/Leveraging Technology/ADVANCED


General Business/Maximizing Work Practices/ADVANCED

Leadership/Developing and Executing Strategy/ADVANCED

Service/Providing Solutions to Constituent Needs/ADVANCED


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 here to review the benefits associated with this position.


Job Function: Customer Service