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Service Center Workforce Analyst

| Chicago

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.

Read Full Job Description

Location

10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

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