Workforce Management Analyst Senior

Elevance Health•Tampa, FL

1d•Hybrid

About The Position

The Workforce Management Analyst Senior will be responsible for supporting ongoing workforce management support and staffing to meet service delivery metrics across the Clinical Center of Excellence. This role requires associates to be in-office 1 day per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. Candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Carelon Health is a proud member of the Elevance Health family of brands, offering clinical programs and primary care options for seniors. We are a team of committed clinicians and business leaders passionate about transforming American healthcare delivery.

Requirements

BA/BS degree in Business, Statistics or related field
Minimum of 2 years call center operations experience
3 years real-time management, scheduling and forecasting experience in a centralized call center environment
Any combination of education and experience which would provide an equivalent background.

Nice To Haves

Ability to utilize Excel for analysis and reporting and modelling in VBA strongly preferred.
Ability to utilize Tableau for dashboards and visualizations preferred.
1-2 years of Data Analytics experience strongly preferred.

Responsibilities

Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months).
Designs, builds and maintains databases and/or spreadsheets tracking key service statistics.
Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts.
Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data.
Predicts future impact on call drivers.
Develops a long-term service level plan with specific actions based on gaps identified by the model.
Meets with management to review staffing models and to make improvements on future forecasts.
Determines long-term needs and loads the forecast into the WFM system.
Serves as expert on WFM software and may be point of contact for systems related issues.