Real-Time Workforce Analyst I (Virtual, 2nd Shift)

Elevance Health (Anthem); Richmond (VA); On-site; USD 32,000 - 55,000; Full time

Job summary

Elevance Health is seeking a Workforce Management Analyst I - Real Time Analyst to monitor real-time call volume and adjust workforce accordingly. This remote role supports hybrid in-person training sessions and requires familiarity with WFM systems, MS Excel, Tableau, and call-routing tools.

The position emphasizes delivering optimal service levels in a 2nd shift environment, with salary details disclosed for the specified locations.

Qualifications

• Requires a 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.

Responsibilities

• Monitors call volume fluctuations in real time and adjusts staffing to restore service levels.
• Schedules activities around forecasted call patterns.
• Schedules off-phone activities when call volume is down.
• Manages and adjusts call routing to meet service levels.
• Updates schedules to support Rs WFM system's statistical staffing requirements.

Skills

Real-time management

Education

High school diploma

Tools

MS Excel

Tableau

Coding Database (DBA)

Genesys Cloud

NICE IEX

Job description

Elevance Health is seeking a Workforce Management Analyst I - Real Time Analyst to monitor real-time call volume and adjust workforce accordingly. This remote role supports hybrid in-person training sessions and requires familiarity with WFM systems, MS Excel, Tableau, and call-routing tools.

The position emphasizes delivering optimal service levels in a 2nd shift environment, with salary details disclosed for the specified locations.