Business Analyst Intern supporting Partner IT initiatives at IT Enterprise Applications. Documenting business requirements and user stories, collaborating with IT and Business teams.
About the role
- Workforce Management Analyst managing call center operations for Elevance Health. Monitoring call volume demand, scheduling activities, and ensuring optimal service levels are achieved.
Responsibilities
- Monitors call volume demand in real time and flexes workforce accordingly
- Ensures 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
- Schedules activities around forecasted call patterns
- Updates schedules to ensure WFM system provides statistical staffing requirements based on current staffing availability
Requirements
- Requires a H.S. diploma or equivalent
- Minimum of 2 years’ call center operations experience
- Real-time management experience in a centralized call center environment (preferred)
- Working knowledge of WFM platform(s) (NICE IEX and Genesys Cloud) (preferred)
- Strong knowledge of Microsoft applications (Word, Excel, PowerPoint)
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
Job title
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