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in Allentown, PA

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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