What are the responsibilities and job description for the Workforce Management Analyst I position at Anthem?
Be Part of an Extraordinary Team BioPlus Specialty Pharmacy is now part of CarelonRx (formerly IngenioRx), and a proud member of the Elevance Health family of companies. Together, CarelonRx and BioPlus offer consumers and providers an unparalleled level of service thats easy and focused on whole health. Through our distinct clinical expertise, digital capabilities, and broad access to specialty medications across a wide range of conditions, we deliver an elevated experience, affordability, and personalized support throughout the consumers treatment journey. Build the Possibilities. Make an Extraordinary Impact. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location. Shifts offered: (1) Monday-Friday 1:00PM - 9:30PM (1) Saturday-Tuesday 8:00AM - 7:00PM The Workforce Management Analyst I 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. How you will make an impact: 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 Skills, Capabilities and Experiences: Real-time management experience in a centralized call center environment is preferred. Genesis Cloud Experience preferred. NICE WFM Experience preferred. For candidates working in person or remotely in the below locations, the salary* range for this specific position is $19.38 to $38.77. Locations: California; Colorado; Hawaii; Nevada; New York; Washington State; Jersey City, NJ 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 considered to be 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 Company's sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.
