Aetna Local Call Analyst in San Antonio, Texas

Req ID: 37603BR

POSITION SUMMARY

Under general supervision, analyzes call center trends, including call volumes, call patterns, staff productivity and resource allocation. Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner.

Fundamental Components:

Assists with monthly, daily, and interval call volume forecasting at the local site level ()Produce optimal phone schedules for customer service staff to meet call volume with correct balance of phone coverage. ()

Performs real-time monitoring of service level results and actively communicates/coordinates with local management team to ensure that service levels are met and consistently maintained. (*)

Performs reporting used to assist local call management with understanding service level results and business drivers and outliers. (*)

Assists with analysis around site phone staffing to ensure adequate staffing is maintained.

Participates in projects such as toll free set up, open enrollment management and other call mgmt ad hoc projects at the direction of the LCC.

Assists with troubleshooting of call routing when needed. (*)

BACKGROUND/EXPERIENCE desired:

Demonstrated analytical and problem-solving skills.

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

EDUCATION

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

FUNCTIONAL EXPERIENCES

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

TECHNOLOGY EXPERIENCES

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

REQUIRED SKILLS

General Business/Communicating for Impact/ADVANCED

General Business/Turning Data into Information/FOUNDATION

DESIRED SKILLS

Technology/Leveraging Technology/FOUNDATION

ADDITIONAL JOB INFORMATION

Attention to detail and accuracy.

Communicates well with all levels within the department and the company.

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