Workforce Management Analyst

Elevance Health • Atlanta, GA

353d

About The Position

The Workforce Management 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 and adjusts schedules to ensure consistent service is maintained.

Requirements

• Requires a H.S. diploma or equivalent.
• Minimum of 2 years call center operations experience, or any combination of education and experience which would provide an equivalent background.

Nice To Haves

• NICE/IEX experience strongly preferred.
• Experience with schedule adjustments and schedule optimization for call center staff preferred.
• Experience with working in a clinical call center environment preferred.
• Real-time management experience in a centralized call center environment preferred.

Responsibilities

• Monitors and reacts to fluctuations in call volume as they occur 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 to ensure service levels are met.
• Updates schedules to ensure workforce management system can 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
• Medical benefits
• Dental benefits
• Vision benefits
• 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
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees