Workforce Management Analyst

Position Title

Workforce Management Analyst

This role enables associates to work virtually full-time, with the exception of required in‑person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work‑life integration, and ensures essential face‑to‑face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

8:30a – 5:00p CST

The Workforce Management 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.

• 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 the 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.
• Participates in telephony implementation testing as needed.

Requires a high school diploma or equivalent 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.
• Working knowledge of WFM platform(s) is preferred (NICE IEX and Genesys Cloud).
• Ability to create well‑organized, accurate, and concise material and work documentation for organizational use.
• Strong knowledge of Microsoft applications including Word, Excel, and PowerPoint.

For candidates working in person or virtually in the below location(s), the salary range for this specific position is $25.51–$47.75. Locations:
California;
Illinois.

In addition to your salary, Elevance Health offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401(k) contribution (all benefits are subject to eligibility requirements). The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. It may be modified in the future and actual compensation may vary based on geographic location, work experience, education and/or skill level.

Non‑Management Non‑Exempt

1st Shift (United States of America)

RDA >
Talent Insights/Workforce Mgmt

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, and local laws.

Applicants who require accommodation to participate in the job application process may contact elevancehealthj for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.