Workforce Management Analyst

Elevance Health • Indianapolis, IN

1d • Hybrid

About The Position

Workforce Management Analyst PLEASE NOTE: This position is not eligible for current or future visa sponsorship. Location: 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. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location will not be considered for employment, unless an accommodation is granted as required by law. The Workforce Management Analyst is responsible for ensuring that the best possible call center service levels are achieved to maximize utilization. Monitors call volume demand in real time and flexes workforce accordingly. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. Primary duties may include, but are not limited to: 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.

Requirements

• 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.

Nice To Haves

• Real-time management experience in a centralized call center environment is preferred.
• Experience with NICE and Genesys preferred.
• Inventory knowledge strongly preferred.

Responsibilities

• 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.

Benefits

• merit increases
• paid holidays
• Paid Time Off
• 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
• financial education resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED