Aetna Workforce Management Analyst in Omaha, Nebraska

Req ID: 41576BR

POSITION SUMMARY

Responsible for monitoring real-time call volume of inbound call volume. Forecast upcoming call volume, schedule staff, and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels including ASA, abandon, and ACW across the PAYFLEX book of business.

Fundamental Components:

Assists with monthly budgeted FTE expectations and planning around upcoming budget concerns.

BACKGROUND/EXPERIENCE desired:

Minimum 2 years experience in WFM departments.

Preferred CMS experience.

Preferred experience with workforce management software (e.g. Aspect Workforce Management).

Demonstrated analytical and problem-solving skills.

Demonstrated ability to handle multiple assignments competently, accurately and efficiently.

EDUCATION

The minimum level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

FUNCTIONAL EXPERIENCES

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

Functional - Communications/Employee communications/1+ Years

TECHNOLOGY EXPERIENCES

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

DESIRED SKILLS

General Business/Maximizing Work Practices/ADVANCED

General Business/Turning Data into Information/FOUNDATION

Service/Demonstrating Service Discipline/ADVANCED

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 here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Customer Service