WFM Analyst

Anticipated End Date:

2025-04-11

Position Title:

WFM Analyst

Job Description:

WFM Analyst

Location: This position will work a hybrid model (remote & office). The ideal candidate will live within 50 miles of an Elevance Health PulsePoint office location.

The WFM Analyst 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.

How You Will Make An Impact:

• 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.

Minimum 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.

Preferred Skills, Capabilities & Experiences:

• Real-time management experience in a centralized call center environment is preferred.
• Experience with Genesis Cloud and NICE software preferred.

Job Level:

Non-Management Non-Exempt

Workshift:

1st Shift (United States of America)

Job Family:

RDA > Talent Insights/Workforce Mgmt

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

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.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.