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About the role
- Workforce Management Analyst Senior predicting call metrics and developing staffing models for Elevance Health. Engaging in analysis, forecasting, and designing databases for service statistics in a hybrid work environment.
Responsibilities
- Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends
- Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition
- Develops staffing models utilized by Finance during the budgeting process
- Maintains numerous staffing models which may include multiple business units
- Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months)
- Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers and shrinkage patterns through analysis of past data
- Predicts future impact on call drivers
- Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts
- Develops a long-term service level plan with specific actions based on gaps identified by the model
- Meets with management to review staffing models and to make improvements on future forecasts
- Designs, builds and maintains databases and/or spreadsheets tracking key service statistics
- Determines long-term needs and loads the forecast into the WFM system
- Serves as expert on WFM software and may be point of contact for systems related issues
Requirements
- Requires a BA/BS degree in Business, Statistics or related field
- Minimum of 2 years call center operations experience
- 3 years real-time management, scheduling and forecasting experience in a centralized call center environment
- Ability to utilize Excel for analysis and reporting and modelling in VBA strongly preferred.
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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