Resource Planning Senior Analyst - Evernorth - Remote

POSITION SUMMARY

Within the Resource Planning Real Time team, the Call Business Coordinator is responsible for building and maintaining strong relationships across the enterprise

The Call Business Coordinator (CBC) Team works in tandem with our business operational partners to provide insights and expose risks related to advocate behavior, agent alignment, capacity planning, and call performance trends.

Members of the CBC team, through collaboration and reporting, execute contingency plans and aid in recovery efforts, related to staffing, to ensure a positive customer experience.

Analyzes contact center trends, including call volume, call patterns, staff productivity and resource allocation.

Identifies areas for improvements to workforce productivity and modifications to programs as required.

Candidates who reside within 50 miles of the following locations will be asked to work in person 3 days per week: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Primary Functions


* Provides recommendations regarding capacity utilization.

Effectively enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity.


* Act as a liaison between Customer Service teams and numerous Workforce Management departments.


* Oversees reporting and call trends to presents risks and improve real-time call management


* Interface with operations and WFM leadership regarding factors impacting performance.


* Displays high level of operational focus, professionalism and engagement


* Displays a positive team relationship by being supportive, visible and easily accessible.


* Collaborates with matrix partners to ensure objectives and standards are met.


* Communicates in a clear and concise manner that is appropriate with the intended audience.

Key Qualifications


* High school diploma or GED; Bachelor's degree preferred


* 3+ years relevant experience in resource/workforce planning or relevant contact center environment


* Ability to work required schedule of Monday-Friday between 8:00am-6pm with being flexible to work Holidays and weekends during peak season.


* Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel


* Excellent verbal and written communication skills, including the ability to communicate effectively and persuasively with individuals, groups, or work teams to explain difficult technical issues and the ability to listen effectively.


* Must have strong presentation skills, possess the ability to interact and communicate with small, medium, and large groups


* Must have strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend and implement solutions.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber opti...