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WFM Analyst

2 months ago

Atlanta, United States Elevance Health Full time

WFM Analyst

Location: The ideal candidate will live within 50 miles of one of the following Elevance Health PulsePoint office locations: Indianapolis, IN; Atlanta, GA; Cincinnati, OH; Richmond, VA; Norfolk, VA.

The WFM Analyst 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 :

  • 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.

  • Hours of operation could vary from 7:30am - 8:30pm EST.


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 & Experiences:

  • Real-time management experience in a centralized call center environment is preferred.

  • Proficiency in Excel is preferred.

  • Prior experience in reporting and analytics is preferred.