Call Center Workforce Management Business Information Analyst II/Sr/Consultant Job Family – Multiple Locations

Call Center Workforce Management Business Information Analyst II/Sr/Consultant Job Family – Multiple Locations

Posted On: 7-27-2015
Position Title: Call Center Workforce Management Business Information Analyst II/Sr/Consultant Job Family
Job Location: Any Anthem office in Columbus/Midland, GA; Middletown, NY; Denver, CO; Woodland Hills, CA; Indianapolis, IN
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http://careers.antheminc.com/jobs/descriptions/call-center-workforce-management-business-information-analyst-iisrconsultant-job-family-106962-required-location-open-to-any-anthem-office-in-columbusmidlandga-middletownny-denverco-woodland-hillsca-indianapolisin-columbus-ga-usa-job-5605547

 

 

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.

 

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America’s leading health benefits companies and a Fortune Top 50 Company.

 

 

This position is responsible for analyzing, reporting and developing recommendations on data related to multiple, varied business metrics. Primary duties may include, but are not limited to:

  • Creates and maintains databases to track business performance.
  • Analyzes data and summarizes performance using summary statistical procedures.
  • Develops and analyzes business performance reports (e.g. for claims data, provider data, utilization data) and provides notations of performance deviations and anomalies.
  • Creates and publishes periodic reports, makes necessary recommendations, and develops ad hoc reports as needed.
  • May require taking business issue and devising best way to develop appropriate diagnostic and/or tracking data that will translate business requirements into usable decision support tools.

Qualifications:

This position offers flexible work hours between the hours of 8 AM – 8 PM EST Monday-Friday and may require occasional holiday and weekend work when business requires.

 

Bus Info Analyst II:

  • Requires a BS/BA degree in related field
  • 2-4 years related operational and/or data analysis experience
  • Experience in database structures, and standard query and reporting tools; or any combination of education and experience, which would provide an equivalent background.

 

Bus Info Analyst Sr:

  • Requires a BS/BA degree in related field
  • 3-5 years data analysis or related experience; or any combination of education and experience, which would provide an equivalent background.
  • Experience with relational databases and knowledge of query tools and statistical software is required.
  • Ability to manipulate large sets of data is also required.
  • Strong analytical, organizational and problem solving skills.
  • This job is focused on complex and varied metrics, making recommendations and providing assistance to staff as compared to the Bus Info Analyst II job.

 

Bus Info Consultant:

  • Requires a BS/BA degree in related field
  • Minimum of 5 years experience; or any combination of education and experience, which would provide an equivalent background.
  • Experience with relational databases and knowledge of query tools and statistical software is required.
  • Ability to manipulate large sets of data.
  • Strong analytical, organizational, presentation, and problem solving skills. This job is more focused on higher level technical expertise, mentoring staff in lower job levels, more customer facing, higher level of collaboration, work is higher volume and/or higher risk, and modeling as compared to the Bus Info Analyst Sr job.

 

 

Additional skills:

  • WFM Background with Trending Data, Data Analysis, Presentation skills, and possible call center forecasting experience.
  • Minimum 2 years’ experience in a multichannel (voice, chat, email, web) supporting a large multi-site call center environment
  •  Exceptional communication skills using email, instant message and over the phone, ability to clearly and succinctly communicate message to audience.
  • Experience on using multiple call routing platforms with Genesys / ININ preferred, Decision (Center Bridge) software for budget/long term planning
  • Proven analytical experience within a multi-site environment
  • Advanced knowledge of Excel, Access database, co-relation between call center metrics
  • Minimum of 1 year experience in a Business Analyst position relating to reporting functions within a call center to drive improvement performance/effectiveness/efficiency

 

This position will be hired into the Business Info Analyst job family and the level will be determined based on the experience of the candidate selected.

 

Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine, and is a 2013 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company please visit us at www.antheminc.com/careers. EOE.M/F/Disability/Veteran