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WFM Analyst II/SchedulerLocation: United StatesNewRequisition #: PS26999Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.The Work Force Management Analyst II/Scheduler position is an opportunity for an energetic professional who wants to oversee a customer service unit.Primary duties may include, but are not limited to:
Ensure compliance with all regulatory, accreditation or compliance standards including CMS (Centers for Medicare and Medicaid Services) and state standards.
Maintain or exceed established Corporate, business unit, and team goals.
Sets clear objectives and goals for each team member, monitors progress and measure results.
Serves as mentor to lower leveled managers and others in unit.
Serves as subject matter expert for other areas of the company as well as within the department
Contributes to the development and implementation of specific processes and procedures.
Identifies trends and improvement opportunities of methods, procedures or approaches affecting delivery of service to customers or work team.
Identification and resolution of complex customer problems, issues or concerns.
Proactively identifies training or process opportunities and seeks ways to close gaps.
Hold self and team accountable for meeting or exceeding expectations.
High School diploma or GED
5 years customer service and/or call center experience; or any combination of education and experience, which would provide an equivalent background.
Call Center experience required.
Real-time management experience in a centralized call center environment is preferred.
Knowledge of Microsoft Excel a plus.
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.
