WFM Analyst II - Scheduler

WFM Analyst II/Scheduler

Location:

• IN-INDIANAPOLIS, 220 VIRGINIA AVE, United States of America
• CO-DENVER, 700 BROADWAY
• OH-MASON, 4361 IRWIN SIMPSON RD
• VA-ROANOKE, 602 S JEFFERSON ST

Location: This position will work a hybrid model (remote & office). The ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint office locations.

The WFM Analyst II/Scheduler is responsible for performing both real-time analysis and scheduling functions as determined by current business need.

How You Will Make An Impact:

• Performs real-time analysis duties to ensure service levels are met.
• 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.
• Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.
• Determines how to best distribute the staff to meet projected call volumes.
• Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
• Utilizes shift schedule templates to determine shifts.
• Creates shift schedules in WFM system.
• Develops a set of priority rules that will govern how shifts are assigned.
• Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.

Minimum Requirements:

Requires a BA/BS degree in Business, Statistics or related field 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 & Experiences:

• 2 years real-time management experience in a centralized call center environment preferred.
• Experience working with Genesis Cloud and NICE software tools preferred.

For candidates working in person or remotely in the below location(s), the hourly* range for this specific position is $30.55 to $45.83.

Locations: Denver, Colorado

In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. 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 hourly 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 the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in 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, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

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, or local laws. 

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.