Workforce Real Time Analyst
2 weeks ago
What will this role entail?
- Manage the daily call volume, staffing of phone lines, monitoring adherence of set schedules. Ensures that the best possible call center service levels are achieved to maximize utilization, and monitors call volume and average speed of answer (ASA).
- Creates staff schedules, process time off requests, maintains daily exceptions.
- Produce daily, biweekly, and monthly internal reports on attendance, adherence, and shrinkage.
- Monitors and reacts to fluctuations in call volume as they occur to restore service levels.
- Updates, maintains, and reports head count, attrition, productivity, and other workforce performance related items.
- Work closely with the operations team to analyze and help improve customer service levels via schedules and adherence.
- Establishes effective relationships with internal partners.
- Perform other related assigned duties as assigned.
- Requires an associate degree and a minimum of 2 years call center operations experience. A combination of education and experience would provide an equivalent background.
- Position requests advanced knowledge in Microsoft Office. Knowledge of the Verint Workforce management software and Genesys.
- Ability to create ad hoc reports in Excel. Attention to detail and high level of accuracy as well as the ability to multi-task.
- Ability to work flexible hours including nights (8PM) and overtime as needed.
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Workforce Strategy
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WFM Analyst II/Scheduler
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Indianapolis, United States Elevance Health, Inc. Full timePerforms 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 c Analyst, Scheduler, Technology, Healthcare, Experience, Call Center
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