Workforce Management Analyst I - Real Time Analyst

Workforce Management Analyst I - Real Time Analyst

Work location: Virtual

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.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

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

The Workforce Management Analyst I - Real Time Analyst 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.

Primary duties may include, but are not limited to:

• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
• Schedules activities around forecasted call patterns.
• Schedules off-phone activities when call volume projections are down.
• Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met.
• Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
• Updates schedules to account for breaks, paid time off, tardiness, etc.

Minimum requirements:

• Requires a 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 is preferred.
• Previous experience with MS Excel, Tableau, Coding Database (DBA) is strongly preferred.
• Prior working knowledge of Genesys Cloud and/or NICE IEX is strongly preferred.

For candidates working in person or virtually in the below locations, the salary* range for this specific position is $23.19/hour to $40.01/hour.

Location: Nevada, Virginia

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). 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.

* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.

Job Level: Non-Management Non-Exempt

Workshift: 2nd Shift (United States of America)

Job Family: BSP > Operations