Janet Bravo Email and Phone Number

Currently supporting the ACA business, by creating and maintaining staffing models, that help to predict call volumes, average speed of answer (ASA), service levels, abandonment rates and average handle times and future staffing plans to meet contracted goals, which are used by Finance during budgeting process. Work to determine accurate forecasts by analyzing business trends and assessing business impacts. Serve as the WFM software subject management expert, to be the point of contact for… Show more Currently supporting the ACA business, by creating and maintaining staffing models, that help to predict call volumes, average speed of answer (ASA), service levels, abandonment rates and average handle times and future staffing plans to meet contracted goals, which are used by Finance during budgeting process. Work to determine accurate forecasts by analyzing business trends and assessing business impacts. Serve as the WFM software subject management expert, to be the point of contact for system related issues. Currently working with GENESYS and Decisions WFM forecasting systems. Show less

Worked as a scheduler for over 3 regions (West, Mountain and East coast) with 600+ associates for the ACA product. Conducted weekly and monthly meetings with management to plan resources for peak and non peak times. Helped train new hire associates on WFM policies and procedures, as well as create Standard Operating Procedures for the department to help build consistent and standard processes.

Developed, analyzed and recommended appropriate staffing plans that identified optimal work schedules and workload requirements and provide analysis for ongoing adjustments to staff levels, skill groups and capacity plans.Assisted in the integration and migration process during the Wellpoint NextRx acquisition as the POC for the pharmacy departments questions and concerns.

Forecasted, analyzed and modified monthly, quarterly and seasonal call volume trends necessary to meet company goals. Created effective work schedules for 140+ call-handling associates to most efficiently meet ASA and service level requirements. Advised and trained managers and associates on process improvement initiatives and use of WFM systems. Reviewed daily reports and informed managers on employee performance, attendance issues and problem resolution. Processed time-off requests, updated… Show more Forecasted, analyzed and modified monthly, quarterly and seasonal call volume trends necessary to meet company goals. Created effective work schedules for 140+ call-handling associates to most efficiently meet ASA and service level requirements. Advised and trained managers and associates on process improvement initiatives and use of WFM systems. Reviewed daily reports and informed managers on employee performance, attendance issues and problem resolution. Processed time-off requests, updated daily schedule exceptions and initiated shift bids to optimize service and quality levels to most efficiently use staffing resources. Show less

Monitored real time adherence (RTA) and call statistics, and informed supervisors to ensure on-phone and off-phone activities are managed efficiently. Managed real-time call volume in a multi-skilled call center environment. Implemented overtime and voluntary time off depending on staffing and budget needs.