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WFM Analyst

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Job Details
Job Order Number
Company Name
Anthem, Inc
Physical Address

Schaumburg, IL 60173
Job Description

WFM Analyst

Location: United States

Requisition #: PS28986

Post Date: Oct 16, 2019

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 benefits companies and a Fortune Top 50 Company.

WFM Analyst (Richmond, VA or Atlanta, GA) – PS28986

The WFM Analyst will be responsible for performing both real-time analysis and scheduling functions as determined by current business need. Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.

Primary duties may include, but are not limited to:

+ Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.

+ Schedules activities around forecasted call patterns.

+ Schedules off-phone activities when call volume projections are down.

+ Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met.

+ Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.

+ Updates schedules to account for breaks, paid time off, tardiness, etc.

Location: Richmond, VA or Atlanta, GA

  • In-office ONLY position ****

Work Hours:

You must have the ability to work a variable 8 hour shift Monday through Saturday between 3:30 – 12:00 AM (Midnight)

Rotating Saturdays (approximately 1 Saturday every 6 weeks) – you will have another day off during the week when you work Saturday or Tuesday through Saturday with Sunday/Monday off.


+ Requires aH.S. diploma or equivalent

+ 2 years callcenter operations experience; or, any combination of education andexperience, which would provide an equivalent background.

+ Real-timemanagement experience in a centralized call center environment ispreferred.

+ Ability tomultitask in a high volume call center setting

+ Strongbackground with Microsoft Office (Excel, Word, Outlook)

+ BA/BS degreein Business, statistics, or related field a plus

Anthem, Inc. is ranked as one of America’s Most Admired
Companies among health insurers by Fortune magazine and is a 2018 Diversity Inc
magazine Top 50 Company for Diversity. To learn more about our company and
apply, please visit us at

An Equal Opportunity

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