Medicaid Call Center Workforce Analyst

Elevance Health-posted 2 months ago

Full-time • Entry Level

Hybrid • Indianapolis, IN

5,001-10,000 employees

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Medicaid Call Center Workforce Analyst Location: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Candidates must be be within reasonable distance to one of the locations listed in the job posting. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. Hours: Monday-Friday 11:30am-8pm EST. Saturday rotations, 7am-1pm EST. The Workforce Management Analyst monitors 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, AHT, Occupancy, and Shrinkage in real time & adjust 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.

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.

Real-time management experience in a centralized call center environment is preferred.
Being data driven is essential.
Having excellent attention to detail is key to success in this role.
Experience with multitasking is important.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

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