Workforce Management Analyst Senior

Elevance Health • Tampa, FL

1d • Hybrid

About The Position

Workforce Management Analyst Senior Location: 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. 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 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. The Workforce Management Analyst Senior will be accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends. Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. Develops staffing models which are utilized by Finance during the budgeting process. Maintains numerous staffing models which may include multiple business units. How you will make an impact: Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months). 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. Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts. 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. Designs, builds and maintains databases and/or spreadsheets tracking key service statistics. 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.

Requirements

• Requires a BA/BS degree in Business, Statistics or related field and a minimum of 2 years call center operations experience with 3 years real-time management, scheduling and forecasting experience in a centralized call center environment; or 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.

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