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in Allentown, PA
Local Call Coordinator - Work at Home
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | Allentown, Pennsylvania |
About this job
POSITION SUMMARY
Maintains oversight of the local call management function. Responsible for the efficiency/quality of monitoring call volumes. Conducts call pattern forecasting activities and forecasts scheduling /hiring /headcount needs. Recognizes and recommends operational improvements.
Fundamental Components:
Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation
Monitors inbound call traffic and ensures efficient distribution based on staff availability
Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner
Utilizes call volume reports and coordinates and completes capacity planning with call centers
Conducts call pattern forecasting and schedule planning to help meet business unit objectives
Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary
May provide on-the-job training for new hires
Monitors performance of staff members according to established standards; Accountable for achieving maximum efficiency of productivity for the department
Resolves systems problems that may affect departmental standards
BACKGROUND/EXPERIENCE desired:
Must have prior experience with claim/call center environment
Technical skills
Negotiation skills
Well organized. Capable of prioritizing tasks effectively
Problem solving skills
Outstanding customer service skills are required
Strong project management skills (financial, analytical, planning, and implementation)
Solid written and oral communication skills
Solid leadership skills
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Call center monitoring & analysis - Inbound calls - national call mgmt/1-3 Years
Functional - Management/Management - Customer Service/1-3 Years
Functional - Products-Medical//1-3 Years
TECHNOLOGY EXPERIENCES
Technical - Call Management/CMS/1-3 Years/End User
Technical - Computer Operations/Capacity Planning/1-3 Years/End User
Technical - Desktop Tools/Microsoft SharePoint/1-3 Years/End User
Technical - Telecommunications/Aspect WFM 4.4.1.4.2/1-3 Years/End User
REQUIRED SKILLS
General Business/Maximizing Work Practices/ADVANCED
Leadership/Collaborating for Results/ADVANCED
Service/Demonstrating Service Discipline/ADVANCED
DESIRED SKILLS
General Business/Applying Reasoned Judgment/FOUNDATION
Leadership/Developing and Executing Strategy/ADVANCED
Technology/Leveraging Technology/ADVANCED
Telework Specifications:
Current Telework employee - ok to remain Telework - any US location
Current Office based employee would have option for Flexible Telework (1 day per week) following training period - any US location
ADDITIONAL JOB INFORMATION
We value leadership, creativity and initiative. If you share those values and a commitment to excellence and innovation, consider a career with our company.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Professional
Maintains oversight of the local call management function. Responsible for the efficiency/quality of monitoring call volumes. Conducts call pattern forecasting activities and forecasts scheduling /hiring /headcount needs. Recognizes and recommends operational improvements.
Fundamental Components:
Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation
Monitors inbound call traffic and ensures efficient distribution based on staff availability
Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner
Utilizes call volume reports and coordinates and completes capacity planning with call centers
Conducts call pattern forecasting and schedule planning to help meet business unit objectives
Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary
May provide on-the-job training for new hires
Monitors performance of staff members according to established standards; Accountable for achieving maximum efficiency of productivity for the department
Resolves systems problems that may affect departmental standards
BACKGROUND/EXPERIENCE desired:
Must have prior experience with claim/call center environment
Technical skills
Negotiation skills
Well organized. Capable of prioritizing tasks effectively
Problem solving skills
Outstanding customer service skills are required
Strong project management skills (financial, analytical, planning, and implementation)
Solid written and oral communication skills
Solid leadership skills
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Call center monitoring & analysis - Inbound calls - national call mgmt/1-3 Years
Functional - Management/Management - Customer Service/1-3 Years
Functional - Products-Medical//1-3 Years
TECHNOLOGY EXPERIENCES
Technical - Call Management/CMS/1-3 Years/End User
Technical - Computer Operations/Capacity Planning/1-3 Years/End User
Technical - Desktop Tools/Microsoft SharePoint/1-3 Years/End User
Technical - Telecommunications/Aspect WFM 4.4.1.4.2/1-3 Years/End User
REQUIRED SKILLS
General Business/Maximizing Work Practices/ADVANCED
Leadership/Collaborating for Results/ADVANCED
Service/Demonstrating Service Discipline/ADVANCED
DESIRED SKILLS
General Business/Applying Reasoned Judgment/FOUNDATION
Leadership/Developing and Executing Strategy/ADVANCED
Technology/Leveraging Technology/ADVANCED
Telework Specifications:
Current Telework employee - ok to remain Telework - any US location
Current Office based employee would have option for Flexible Telework (1 day per week) following training period - any US location
ADDITIONAL JOB INFORMATION
We value leadership, creativity and initiative. If you share those values and a commitment to excellence and innovation, consider a career with our company.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Professional