Workforce Management Analyst
Elevance Health
- Indianapolis, Indiana, United States
- Indianapolis, Indiana, United States
Über
Shift 8:30 a.m. – 5:00 p.m. CST
Position Overview The Workforce Management Analyst monitors call‑volume demand in real time and flexes the workforce accordingly, ensuring optimal service levels and utilization.
How You Will Make an Impact
Monitors and reacts to fluctuations in call volume to restore service levels quickly.
Schedules activities according to forecasted call patterns.
Schedules off‑phone activities when volume projections are down.
Adjusts call routing when unusual call patterns occur to meet service levels.
Updates schedules to reflect statistical staffing requirements based on current staffing availability.
Updates schedules to account for breaks, paid time off, tardiness, etc.
Participates in telephony implementation testing as needed.
Minimum Requirements High‑school diploma or equivalent and a minimum of 2 years of call‑center operations experience, or an equivalent combination of education and experience.
Preferred Skills and Experience
Real‑time management experience in a centralized call‑center environment.
Working knowledge of WFM platforms such as NICE I‑EX and Genesys Cloud.
Ability to create well‑organized, accurate, and concise documentation.
Strong knowledge of Microsoft Word, Excel, and PowerPoint.
Compensation and Benefits For candidates working in California or Illinois, the salary range is $25.51 – $47.75 per hour. Elevance Health offers a comprehensive benefits package, incentive and recognition programs, an equity stock purchase plan, and 401(k) contributions.
Equal Employment Opportunity Statement Elevance Health is an Equal Employment Opportunity employer. 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 protected by applicable law. Applicants who require accommodation to participate in the employment process may contact elevancehealthjobssupport@elevancehealth.com for assistance.
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Sprachkenntnisse
- English
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