Workforce Management Analyst II/Scheduler (US)

Elevance Health•Nashville, TN

2d•Remote

About The Position

This role enables associates to work virtually full-time, except for 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. The WFM Analyst II/Scheduler is responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to: Performs real-time analysis duties to ensure service levels are met. 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 and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning. Determines how to best distribute the staff to meet projected call volumes. Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns. Utilizes shift schedule templates to determine shifts. Creates shift schedules in WFM system. Develops a set of priority rules that will govern how shifts are assigned. Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.

Requirements

BA/BS degree in Business, Statistics or related field and a minimum of 2 years call center operations experience; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

2 years real-time management experience in a centralized call center environment preferred.

Responsibilities

Performs real-time analysis duties to ensure service levels are met.
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 and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.
Determines how to best distribute the staff to meet projected call volumes.
Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
Utilizes shift schedule templates to determine shifts.
Creates shift schedules in WFM system.
Develops a set of priority rules that will govern how shifts are assigned.
Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.