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Aetna is now a CVS Health Company

Workforce Management Coordinator

Primary Location: Plantation, FL
Additional Locations: FL-Plantation
Mission: 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.

Maintains oversight of the local Service Center management function. Responsible for the efficiency/quality of monitoring volumes. Conducts arrival pattern forecasting activities and forecasts scheduling/hiring /headcount needs. Recognizes and recommends operational improvements.

Fundamental Components:
  • Analyzes Service center trends, including volume, arrival patterns, staff productivity, and resource allocation.
  • Align work arrivals with staff to achieve schedule optimization.
  • Utilizes reports and coordinates and completes capacity planning with service centers.
  • Conducts arrival pattern forecasting and schedule planning to help meet business unit objectives.
  • Develops, monitors and reviews performance reports and service performance trends for each assigned service areas against the plan and recommends specific actions or remedies as necessary.
  • Participate and supports testing of toll free set up and routing as well as identify and report suspected toll free routing issues.
  • May provide on-the-job training for WCA's and WFM Orientation for Service Staff Leadership and internal Staff.
  • Monitors performance of staff members according to established standards.

Background Experience:
  • At least 1 to 2 years of experience in service center environment Associates Degree or equivalent experience

Additional Job Information:
  • Solid written and oral communication skills.
  • Strong project management skills (financial, analytical, planning and implementation).
  • Solid leadership skills including staff development.
  • Outstanding customer service skills are required.
  • Prioritizes tasks effectively.
  • Well organized.
  • Negotiation skills.
  • Technical skills.
  • Problem solving skills.
  • Customer Focus and Relationship Building

Potential Telework Position:

Percent of Travel Required:
10 - 25%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)


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