Workforce Management Analyst

Elevance Health; Chicago (IL); Hybrid; USD 35,142 - 65,780; Full time

Benefits offered by this job

Comprehensive benefits package

401k contribution

Incentive bonus programs

Job summary

A leading health services company is seeking a Call Center Operations Associate to manage call volume and ensure service levels. The role allows for virtual work full-time with required training sessions on-site. Candidates must have a high school diploma and a minimum of 2 years of call center experience. Proficiency in Microsoft Office and knowledge of WFM platforms is preferred. Competitive salary range is $25.51 to $47.75, along with comprehensive benefits.

Qualifications

• Minimum of 2 years' call center operations experience or equivalent.
• Ability to create organized and concise documentation.

Responsibilities

• Monitor and adjust call volume to maintain service levels.
• Schedule activities based on call patterns.
• Update schedules for breaks and off-phone activities.
• Participate in Telephony implementation testing.

Skills

Real-time management in call center

WFM platform knowledge

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Education

High School diploma or equivalent

Tools

NICE IEX

Genesys Cloud

Job description

Overview

Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing flexibility and autonomy. Alternate locations may be considered if candidates reside within a commuting distance from an office. Per policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location will not be considered unless an accommodation is granted as required by law.

Shift: 8:30a – 5:00p CST

Responsibilities

• 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 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.

Minimum Requirements

Requires a H.S. 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.

Preferred Skills, Capabilities And Experiences

• 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

Salary, Locations and Benefits

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 salary, Elevance Health offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits subject to eligibility). The salary offered is based on legitimate, non-discriminatory factors set by the Company and equal pay opportunities are provided for equal work regardless of gender, race, or other protected categories.

• 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. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on these factors and market considerations. No amount is considered wages until earned, vested, and determinable under applicable policies. The portion of compensation such as bonus, commissions, benefits, paid time off, stock, or other forms, remains at the Company’s sole discretion unless and until paid and may be modified at the Company’s discretion, in compliance with law.

Note: Elevance Health only accepts resumes for compensation from agencies with a signed agreement. Unsolicited resumes submitted to hiring managers are the property of Elevance Health.

About Elevance Health

Elevance Health is a health company dedicated to improving lives and communities and making healthcare simpler. We are a Fortune 25 company seeking leaders at all levels who are passionate about impacting our members and communities.

How We Work

We are creating a culture designed to advance our strategy and support personal and professional growth. Our values and behaviors are the root of our culture and drive our shared success for consumers, associates, communities and business.

We offer market-competitive total rewards including merit increases, paid holidays, Paid Time Off, incentive bonus programs (except where restricted by collective bargaining), medical/dental/vision, short and long-term disability, 401(k) match, stock purchase plan, life insurance, wellness programs, and financial education resources.

Elevance Health operates a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week. Specific onsite requirements will be discussed in the hiring process.

The health of our associates and communities is a top priority. We require all new candidates in certain patient/member-facing roles to be vaccinated against COVID-19 and Influenza. If not vaccinated, offers may be rescinded unless an acceptable explanation is provided. We will follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration 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 protected by law. Applicants requiring accommodation to participate in the job application process may contact [e-mail] for assistance.

Qualified applicants with arrest or conviction records will be considered in accordance with all laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.