WFM Business Consultant Sr

Elevance Health • Saint Louis, MO

3d • Hybrid

About The Position

We are seeking a highly experienced Senior Business Consultant to join our Workforce Management (WFM) team. This role is designed for a seasoned WFM professional who can operate as a strategic partner and a hands-on contributor in a complex, high-volume call center environment. This individual should be capable of flexing across multiple functional areas while also helping shape the future vision of workforce strategy and execution.

Requirements

• Requires a BA/BS and minimum of 10 years business analysis experience, which should include analysis, project management, working knowledge of mainframe computer, hardware and operating systems; minimum of 3 years experience as a Business Consultant with project management skills; or any combination of education and experience, which would provide an equivalent background.

Nice To Haves

• (WFM) Workforce Management experience is a must have
• Cross functional communication experience between functional and technical teams is a must have
• Project management experience preferred
• Experience using WFM tool: NICE - preferred
• Experience Using Genesys Cloud (ACD) preferred
• Microsoft Power BI experience preferred
• Tableau and SQL experience preferred

Responsibilities

• Provide subject matter expertise and mentorship to less experienced Workforce Management analysts, guiding them in the analysis of operational and business needs to determine effective, scalable WFM solutions
• This role will lead and manage cross-functional projects, drive process improvements, and help translate business needs into scalable WFM solutions
• Analyze complex contact center environments to define Workforce Management requirements across forecasting, capacity planning, scheduling, real-time management, and reporting, ensuring alignment with business objectives and service goals
• Lead or support cross-functional teams on high-impact, highly complex initiatives, including WFM process improvements, system enhancements, and strategic implementations that influence how the organization plans and manages its workforce
• Partner with business and operational leaders to shape future-state Workforce Management capabilities, identifying opportunities for optimization, innovation, and continuous improvement
• Provides expertise to lower level consultants on the analysis of business needs to determine optimal means of meeting those needs
• Determines specific business application software requirements to address the most highly complex and varied business needs
• May lead teams of analysts assigned to the most complex projects, typically those of highest importance and impact to the way in which we do business
• Analyzes and designs solutions to address varied and highly complex business needs

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees