Aetna Local Call Analyst in San Antonio, Texas

Req ID: 36210BR


To increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Fundamental Components:

  • Assists with monthly, daily, and interval call volume forecasting.

  • Produces optimal phone schedules for customer service staff to meet call volume with correct balance of phone coverage.

  • Performs real-time monitoring of service level results and actively communicates/coordinates with management team to ensure that service levels are met and consistently maintained.

  • Performs reporting used to assist call management with understanding service level results and business drivers and outliers.

  • Assists with analysis around site phone staffing to ensure adequate staffing is maintained.

  • Participates in projects such as toll free set up, open enrollment management and other call mgmt ad hoc projects at the direction of the LCC/WFM Manager.

  • Assists with troubleshooting of call routing when needed.

  • Exhibits the following Local Call Analyst Behaviors: - focus on business results - take action to manage and maintain (ensure) profitability - manage multiple priorities - effectively access relevant information - honor commitments


    Demonstrated analytical and problem-solving skills.

    Demonstrated ability to handle multiple assignments competently, accurately and efficiently.

    Demonstrated ability to pay attention to detail. Background or experience in Workforce Management is required. Experience with Genesys WFM is a plus, but not required. Experience with Excel spreadsheets and formulas is preferred.


    The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.


    Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years

    Functional - Customer Service/Customer service - transaction based environment/4-6 Years


    Technical - Call Management/ACD (Automatic Call Distribution)/1-3 Years/System Support

    TechnicalExperience/TechnicalFocus/1-3 Years/End User


    Leadership/Creating Accountability/FOUNDATION

    Leadership/Developing and Executing Strategy/FOUNDATION

    Leadership/Driving a Culture of Compliance/FOUNDATION


    Service/Demonstrating Service Discipline/ADVANCED

    Technology/Leveraging Technology/FOUNDATION

    General Business/Turning Data into Information/FOUNDATION

    Telework Specifications:

    Considered only for current internal teleworkers (in any East Coast location)


    JOIN OUR CONSUMER SERVICE OPERATIONS TEAM! Health insurance is changing. Now is the time to join our team and help us change this industry! We are building a new Consumer business and establishing a service team designed to advocate for the consumer. Using new technology that is best-in-class beyond the health benefits industry, we are designing a new innovative service model. The future is un-written. You can influence the future of health care by joining one of the more progressive areas of health insurance change, you can make a difference were going long on a big play!

    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.

Job Function: Customer Service