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.