WFM Analyst (US)
Elevance Health

Job Info

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WFM Analyst

Location: This position will work a hybrid model (remote and in office 1 - 2 days per week). Candidates must live within 50 miles of one of Elevance's Pulse Point locations.

The WFM Analyst is responsible for monitoring call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.

How you will make an impact:

• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
• Schedules activities around forecasted call patterns.
• Schedules off-phone activities when call volume projections are down.
• Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met.
• Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
• Updates schedules to account for breaks, paid time off, tardiness, etc.

Minimum Requirements:

Requires a H.S. diploma or equivalent and a minimum of 2 years call center operations experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• Real-time management experience in a centralized call center environment is preferred.

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