WFM Planner/ Forecaster (PHL)-2 at Elevance Health

Pasay City, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Call CenterIndustries

Requirements

BA/BS degree in Business, Statistics or related field
2 years call center operations experience (or equivalent combination of education and experience)
2 years of scheduling experience in a centralized call center environment preferred
Working knowledge using WFM management tools preferred
3 years real-time management, scheduling and forecasting experience in a centralized call center environment (or equivalent combination of education and experience)

Responsibilities

Perform real-time analysis to ensure service levels are met
Monitor call volume demand in real time and flex workforce accordingly
Ensure best possible call center service levels to maximize utilization
Monitor call volume and average speed of answer (ASA) in real time and adjust schedules to maintain consistent service
Design and manage efficient staff scheduling system for short-term future needs, including shift requirements and PTO planning
Determine staff distribution to meet projected call volumes
Analyze historical patterns to determine nature, variance, and seasonality of call arrival patterns
Utilize shift schedule templates to determine shifts and create shift schedules in WFM system
Develop priority rules for shift assignments
Establish scheduling resources and monitoring systems to manage schedule administration, communication, and performance tracking
Accurately predict call volumes, ASA, service levels, abandonment rates, and average handle times by call type to identify and monitor trends
Identify and lock in capacity required to meet service level targets via hiring, outsourcing, and attrition
Develop staffing models utilized by Finance during budgeting process and maintain models for multiple business units
Perform continuous analysis and project long-term (12-18 months) metrics impact on call volume
Capture call baseline data, remove volume-driven events, determine historical patterns, incorporate incremental drivers and shrinkage patterns
Predict future impact on call drivers
Analyze and interpret staffing model results by isolating trends and assessing business impacts
Develop long-term service level plan with specific actions based on identified gaps
Meet with management to review staffing models and improve future forecasts
Design, build, and maintain databases/spreadsheets tracking key service statistics
Determine long-term needs and load forecasts into WFM system
Serve as expert on WFM software (NICE IEX) and point of contact for systems-related issues

Skills

WFM

Workforce Management

Call Center Operations

Real-time Analysis

Scheduling

Forecasting

Service Levels

ASA

Staffing Models

Shift Scheduling

Elevance Health

Integrated health services and digital platform

About Elevance Health

Elevance Health focuses on enhancing the health of individuals throughout their lives by evolving from a traditional health benefits organization into a comprehensive health partner. The company serves over 118 million people, providing support at every stage of health through an integrated approach that addresses a wide range of health needs. Their services are backed by advanced capabilities and a digital health platform that streamlines access to care. Unlike many competitors, Elevance Health emphasizes a holistic view of health, aiming to redefine health and improve community well-being. The ultimate goal is to make health improvements accessible to everyone.

Indianapolis, IndianaHeadquarters

1944Year Founded

$309.4MTotal Funding

IPOCompany Stage

Enterprise Software, Social Impact, HealthcareIndustries

10,001+Employees

Benefits

Medical, dental, & vision insurance

401(k) + match

Paid holidays

Paid Time Off

Incentive bonus programs

Stock purchase plan

Life insurance

Wellness Programs

Financial education resources

Adoption & Surrogacy Assistance

Dependent-care Flexible Spending Account (DCFSA)

Parental Leave

Parental Transition Week

Critical Caregiving Leave

Risks

Departure of CFO John Gallina may create a gap in financial leadership.

Lawsuit against CMS over MA Star Ratings could lead to financial penalties.

CareBridge integration may face operational challenges, disrupting service delivery.

Differentiation

Elevance Health integrates whole health approach with digital health platform for comprehensive care.

Acquisition of CareBridge enhances home health services within Carelon division.

Strategic partnership with Clayton, Dubilier & Rice aims to innovate primary care delivery.

Upsides

AI integration in home health services can reduce hospital readmissions and improve outcomes.

Predictive analytics support early disease detection, aligning with Elevance's whole health approach.

Telehealth expansion offers opportunities to reach more patients remotely.

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