Business Analyst at SGI responsible for eliciting and documenting business requirements. Collaborating in an agile environment with the Core Insurance Delivery team to improve business processes.
About the role
- Workforce Management Analyst responsible for maximizing call center service levels and ensuring optimal workforce scheduling. Working for Elevance Health in a flexible virtual environment with training.
Responsibilities
- Ensure the best possible call center service levels are achieved to maximize utilization
- Monitor call volume demand in real time and flex workforce accordingly
- Adjust schedules to ensure consistent service is maintained
- Manage and adjust call routing when unusual call patterns exist
- Update schedules to ensure statistical staffing requirements are met
Requirements
- Requires a H.S. diploma or equivalent
- Minimum of 2 years call center operations experience
- Real-time management experience in a centralized call center environment is preferred
- Experience with NICE and Genesys preferred
- Inventory knowledge 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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