Job Description
Job Description
-Maintains oversight of the local Service Center management function
-Responsible for the efficiency/quality of monitoring volumes
-Conducts arrival pattern forecasting activities and forecasts scheduling/hiring /headcount needs
-Recognizes and recommends operational improvements
-Analyzes Service center trends, including volume, arrival patterns, staff productivity, and resource allocation
-Align work arrivals with staff to achieve schedule optimization
-Utilizes reports and coordinates and completes capacity planning with service centers
-Conducts arrival pattern forecasting and schedule planning to help meet business unit objectives
-Develops, monitors and reviews performance reports and service performance trends for each assigned service areas against the plan and recommends specific actions or remedies as necessary
-Participate and supports testing of toll free set up and routing as well as identify and report suspected toll free routing issues
-May provide on-the-job training for WCA's and WFM Orientation for Service Staff Leadership and internal Staff
-Monitors performance of staff members according to established standards
Required Qualifications
-1+ years of experience in service center environment.
-Associates Degree or equivalent experience.
Preferred Qualifications
- Please review required qualifications above.
Education
- Bachelor's degree or equivalent experience.
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
-Maintains oversight of the local Service Center management function
-Responsible for the efficiency/quality of monitoring volumes
-Conducts arrival pattern forecasting activities and forecasts scheduling/hiring /headcount needs
-Recognizes and recommends operational improvements
-Analyzes Service center trends, including volume, arrival patterns, staff productivity, and resource allocation
-Align work arrivals with staff to achieve schedule optimization
-Utilizes reports and coordinates and completes capacity planning with service centers
-Conducts arrival pattern forecasting and schedule planning to help meet business unit objectives
-Develops, monitors and reviews performance reports and service performance trends for each assigned service areas against the plan and recommends specific actions or remedies as necessary
-Participate and supports testing of toll free set up and routing as well as identify and report suspected toll free routing issues
-May provide on-the-job training for WCA's and WFM Orientation for Service Staff Leadership and internal Staff
-Monitors performance of staff members according to established standards
Required Qualifications
-1+ years of experience in service center environment.
-Associates Degree or equivalent experience.
Preferred Qualifications
- Please review required qualifications above.
Education
- Bachelor's degree or equivalent experience.
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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