Senior Workforce Management Analyst

Elevance Health

Workforce Management Analyst Senior at Elevance Health managing staffing models and call volume analysis. Collaborating with management to enhance service delivery metrics.

Posted 4/30/2026full-timeIndianapolis • Florida, Kansas • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

TableauVBA

About the role

Key responsibilities & impact

Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months)
Designs, builds and maintains databases and/or spreadsheets tracking key service statistics
Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts
Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data
Predicts future impact on call drivers
Develops a long-term service level plan with specific actions based on gaps identified by the model
Meets with management to review staffing models and to make improvements on future forecasts
Determines long-term needs and loads the forecast into the WFM system
Serves as expert on WFM software and may be point of contact for systems related issues

Requirements

What you’ll need

Requires a BA/BS degree in Business, Statistics or related field
minimum of 2 years call center operations experience
3 years real-time management, scheduling and forecasting experience in a centralized call center environment
ability to utilize Excel for analysis and reporting and modelling in VBA strongly preferred
ability to utilize Tableau for dashboards and visualizations preferred
1-2 years of Data Analytics experience strongly preferred

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisforecastingstaffing model analysiscall volume predictiondatabase designExcelVBATableaudata analytics

Soft Skills

communicationcollaborationproblem-solvinganalytical thinking