WFM Analyst II/Scheduler

Description

WFM Analyst II/Scheduler

Location: The ideal candidate for this role will live within 50 miles of a Elevance Health Pulse Point.

The WFM Analyst II/Scheduler is responsible for performing both real-time analysis and scheduling functions as determined by current business need.

How you will make an impact:

• Performs real-time analysis duties to ensure service levels are met.
• 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.
• Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.
• Determines how to best distribute the staff to meet projected call volumes.
• Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
• Utilizes shift schedule templates to determine shifts.
• Creates shift schedules in WFM system.
• Develops a set of priority rules that will govern how shifts are assigned.
• Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.

Minimum Requirements:

Requires a BA/BS degree in Business, Statistics or related field 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:

• 2 years real-time management experience in a centralized call center environment preferred.
• Clinical Call Center experience preferred.
• NICE IEX experience strongly preferred.
• MS Excel and reporting experience preferred.
• Previous WFM experience strongly preferred.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and 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 or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.comfor assistance.