Workforce Management Analyst I – Real Time Analyst

🔥 19 hours ago

🎰 Nevada, North Carolina, +3 more states – Remote

🎰 Nevada – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🏰 Missouri – Remote ⚔️ Virginia – Remote

💵 $23 - $40 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Elevance Health

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

🤝 B2B

Healthcare • Healthcare Insurance • B2B

Elevance Health is transforming from a traditional health benefits organization into a lifetime trusted health partner, driven by a bold purpose to improve the health of humanity. With nearly 100,000 associates, they serve over 118 million people and utilize an integrated whole health approach supported by industry-leading capabilities and a digital health platform. Their mission includes redefining health, reimagining the health system, and strengthening communities.

📋 Description

• Monitor call volume demand in real time and flex workforce accordingly • Ensure optimal call center service levels and maximize utilization • Monitor call volume and average speed of answer (ASA) in real time • Adjust schedules to maintain consistent service levels • React to call volume fluctuations to restore service levels quickly • Schedule activities around forecasted call patterns • Schedule off-phone activities when call volume projections are down • Manage and adjust call routing during unusual call patterns • Update schedules so the WFM system provides statistical staffing requirements based on current staffing availability • Update schedules for breaks, paid time off, tardiness, and other staffing changes

🎯 Requirements

• 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 • Real-time management experience in a centralized call center environment is preferred • Previous experience with MS Excel, Tableau, Coding Database (DBA) is strongly preferred • Prior working knowledge of Genesys Cloud and/or NICE IEX is strongly preferred • Ability to work Monday–Friday, 12:30pm–9:00pm EST • Some holiday hours required as determined by business needs • Candidates must reside within a reasonable commuting distance from the posting location(s), unless accommodation is granted as required by law

🏖️ Benefits

• Comprehensive benefits package • Incentive and recognition programs • Equity stock purchase • 401(k) contribution and match • Merit increases • Paid holidays • Paid Time Off • Incentive bonus programs • Medical benefits • Dental benefits • Vision benefits • Short-term disability benefits • Long-term disability benefits • Stock purchase plan • Life insurance • Wellness programs • Financial education resources