WFM Analyst II
Elevance Health

WFM Analyst II

Location: This position will work a hybrid schedule (remote & office). The ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint office locations.

Preferred Locations: Indianapolis, IN; Tampa, FL; Atlanta, GA; Columbus, GA; South Portland, ME; St. Louis, MO; Cincinnati, OH; Mason, OH; Roanoke, VA or Richmond, VA.

The WFM Analyst II is responsible for performing both real-time analysis and scheduling functions as determined by current business need.

How You Will Make An Impact:

• Performs real-time analysis duties to ensure service levels are met.
• 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.
• Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.
• Determines how to best distribute the staff to meet projected call volumes. Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
• Utilizes shift schedule templates to determine shifts.
• Creates shift schedules in WFM system.
• Develops a set of priority rules that will govern how shifts are assigned.
• Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.
• Hours of operation could vary from 7:30am - 8:30pm EST

Minimum Requirements:

Requires a BA/BS degree in Business, Statistics or related field 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:

• 2 years real-time management experience in a centralized call center environment preferred.

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