Hybrid Senior Workforce Management Analyst

at Elevance Health

• Job title: Senior Workforce Management Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: VBA
• Location requirements: Hybrid, Atlanta, United States

About the role

• Workforce Management Analyst Senior predicting call metrics and developing staffing models for Elevance Health. Engaging in analysis, forecasting, and designing databases for service statistics in a hybrid work environment.

Responsibilities

• Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends
• Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition
• Develops staffing models utilized by Finance during the budgeting process
• Maintains numerous staffing models which may include multiple business units
• Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months)
• Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers and shrinkage patterns through analysis of past data
• Predicts future impact on call drivers
• Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts
• Develops a long-term service level plan with specific actions based on gaps identified by the model
• Meets with management to review staffing models and to make improvements on future forecasts
• Designs, builds and maintains databases and/or spreadsheets tracking key service statistics
• Determines long-term needs and loads the forecast into the WFM system
• Serves as expert on WFM software and may be point of contact for systems related issues

Requirements

• Requires a BA/BS degree in Business, Statistics or related field
• Minimum of 2 years call center operations experience
• 3 years real-time management, scheduling and forecasting experience in a centralized call center environment
• Ability to utilize Excel for analysis and reporting and modelling in VBA strongly preferred.

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