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Telephone Coordinator

Company: Aetna
Location: High Point
Posted on: January 17, 2020

Job Description:

Req ID: 67528BRJob DescriptionMaintains 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.Fundamental Components included but are not limited to: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.Qualifications Requirements and Preferences:At least 1 to 2 years of experience in service center environment Associates Degree or equivalent experienceFunctional Skills:Customer Service - Call center monitoring & analysis - Inbound calls - national call mgmtRequired Skills:General Business - Maximizing Work Practices, Service - Handling Service Challenges, Technology - Selecting and Applying Technology SolutionsDesired Skills:General Business - Communicating for Impact, Service - Improving Constituent-Focused Processes, Technology - Promoting Emerging TechnologyAdditional Job Information:Solid written and oral communication skills.Strong project management skills (financial, analytical, planning and implementation).Solid leadership skills including staff development.Outstanding customer service skills are required.Prioritizes tasks effectively.Well organized.Negotiation skills.Technical skills.Problem solving skills.Benefit EligibilityBenefit eligibility may vary by position.Job Function: Customer ServiceAetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.

Keywords: Aetna, High Point , Telephone Coordinator, Other , High Point, North Carolina

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