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Service Center Workforce Analyst At AETNA

Location: Chicago, Illinois

Job Description

POSITION SUMMARY
bswift is currently seeking a Service Center Workforce Analyst 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 , Fresno CA or High Point NC 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 Service Center Workforce Analyst (WFM) Specialist is responsible for daily scheduling of representatives including shift assignment, meetings, trainings and other required scheduling events. This is also a forward thinking role, looking at process improvements to maximize Service level and improve customer experience.

RESPONSIBILITIES:
The Service Center Workforce Analyst (WFM) Specialist is responsible for daily scheduling of representatives including shift assignment, meetings, trainings and other required scheduling events.
Have in-depth knowledge on WFM tools like CMS, InContact, IEX, Salesforce etc
Strong knowledge on contact center & WFM metrics (Definitions, calculations, industry standards)
Excellent knowledge of forecasting & scheduling techniques
Excellent analytical skills to provide core data analytics
Fair knowledge on providing RFPs/Deal Models
Excellent articulation skills required as this role will be interacting with Sales & Implementation teams
Handles all Service 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
Oversees recording of messaging and prompts as approved by respective client
Partners with Service Center Implementation Analyst on development of proposed scripts for new client implementations Other duties as assigned.

BACKGROUND/EXPERIENCE desired:
At least 5-7 years call center & Workforce Management experience is required
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 mandatory
Strong Knowledge on WFM tools is mandatory
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

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.

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 candidates'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.
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