Workforce Management Analyst I - Real Time Analyst

About the role

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. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Responsibilities

• Maintains real-time monitoring of call volume demand and flexes the workforce accordingly to achieve optimal service levels.
• Maintains and adjusts schedules to ensure consistent service levels are maintained.
• Manages and adjusts call routing when unusual call patterns exist to meet service levels.
• Updates schedules to ensure the WFM system can provide statistical staffing requirements based on current staffing availability.
• Updates schedules to account for breaks, paid time off, tardiness, etc.

Requirements

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

Preferred Qualifications, Skills And Experiences

• Real-time management experience in a centralized call center environment.
• Previous experience with MS Excel, Tableau.
• Prior working knowledge of Genesys Cloud and/or NICE IEX.

Benefits

Elevance Health offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and a 401(k) match. Additional benefits include medical, dental, vision, short and long term disability benefits, life insurance, wellness programs, and financial education resources. The salary range for this specific position is $23.19/hour to $40.01/hour, subject to eligibility requirements and geographic location.

Pay

The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

Schedule

Work Hours: Monday - Friday 12:30pm-9:00pm EST, some holiday hours required as determined by business needs.

Company Information

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.

Equal Employment Opportunity

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.