Workforce Management Analyst II – Scheduler

Elevance Health

Workforce Management Analyst II/Scheduler optimizing call center operations at Elevance Health. Responsible for real-time analysis, scheduling, and enhancing service delivery by monitoring call volume.

Posted 6/18/2026full-timeAtlanta • Kansas, Tennessee, Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & 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
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

Requirements

What you’ll need

Requires a BA/BS degree in Business, Statistics or related field
Minimum of 2 years call center operations experience
2 years real-time management experience in a centralized call center environment 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

real-time analysisstaff schedulingcall volume monitoringaverage speed of answer (ASA)historical pattern analysisshift schedule templatesscheduling resources managementperformance tracking

Soft Skills

communicationorganizational skillsflexibilityproblem-solving