Anthem, Inc. Manager Workforce Management in Roanoke, Virginia
SHIFT: Day Job
Your 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 care companies and a Fortune Top 50 Company.
Manages Real Time Analysts and Scheduling and Forecasting Analysts.
Primary duties may include, but are not limited to:
Monitors forecasting effectiveness and accuracy at all levels.
Ensures service levels and productivity goals are met.
Implements and maintains workforce management platform.
Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
Coordinates all reporting related to workforce management.
Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support.
Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks. Develops and maintains scheduling processes.
Serves as the resident expert on workforce management software package.
Participates in long range planning and the formulation of goals.
Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.
Collaborates with Information Systems staff to design, implement and maintain customer communications systems.
Develops presentations around project recommendations and implementation and presents them to senior management.
Completes special projects as needed.
Hires, trains, coaches, counsels, and evaluates performance of direct reports.
- Requires a BS/BA degree in business, statistics or a related field; at least 2 years in a multi-skilled call center environment; 5-7 years of operations management experience including forecasting, scheduling and real-time operations management; at least 2 years experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.
Call center workforce management experience
Experience with Scheduling and Forecasting Analysis
Experience with Calabrio
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.