Workforce Management Analyst
Elevance Health
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • Virginia • United States
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About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center operationsreal-time managementschedulingcall routingstatistical staffing
Soft Skills
service level managementworkforce management
Certifications
H.S. diploma or equivalent