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Job Information
Job title

Service OperationsAnalyst

Company Humana
Wage between $0.00 - $0.00 Hourly
Location United States, Wisconsin, Green Bay
Employment type Full Time
Education Associate
Year Experience Less than 1 Year of Practical Experience
Travel None
Published on 4/17/2006
Description
Humana Inc., headquartered in Louisville, Ky., is one of the nation's largest publicly traded health benefits companies, with approximately 9 million medical members. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 45-year history, Humana has consistently seized opportunities to meet changing customer needs. Today, the company is a leader in consumer engagement, providing guidance that leads to lower costs and a better health plan experience throughout its diversified customer portfolio.


Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies, with approximately 7 million medical members located primarily in 15 states and Puerto Rico. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 43-year history, Humana has consistently seized opportunities to meet changing customer needs.

Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.




Humana has an exciting opportunity for the right career minded individual within its contact center located in Green Bay, WI. We are seeking an Analyst to work in Humana's Workforce Management department. The purpose of this position is to monitor the telephone operations, through analyzing the Aspect Workforce Management software for the Call center to ensure that the department meets operating standards.

Responsibilities include, but are not limited to:
? Monitor staffing, through Workforce Management analysis, and make recommendations to management to ensure adequate staffing levels.
? Verify daily staffing and makes staffing adjustments through WFM, to ensure service levels. Schedule overtime, draw resources from other functions where applicable, to cover vacations, illness and/or other factors that reduce staffing.
? Coordinate and schedule all non-phone related activities.
? Perform daily, weekly, and monthly updates in WFM to maintain accurate historical data.
? Ensure department meets daily telephone standards.
? Provide Call Center management with WFM reports as requested.
? Report daily operating statistics to Operations management. Discuss factors that impact telephone volume and makes recommendations on cause and effect.

Potential candidates should meet the minimum level of requirements listed below.
* Minimum of 1 year contact center experience.
* Excellent verbal and written communication skills. Must be able to communicate the results and recommendations.
* Possess the ability to multitask and prioritize work.
* Thrive in an ever-changing environment.

Desired Knowledge but not required
* Knowledge of the Aspect and Avaya phone system, including CentreVue Supervisor.

Humana offers an excellent salary and benefits package including immediate eligibility for health/dental coverage, pre-tax savings and retirement plans.df-tc

Experience/Skills
See Above

Other desired skills:
Service OperationsAnalyst
This job has expired.