Workforce Management Analyst Senior at Elevance Health

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

BA/BS degree in Business, Statistics or related field
Minimum of 2 years call center operations experience
Minimum of 3 years real-time management, scheduling and forecasting experience in a centralized call center environment (or any combination of education and experience which would provide an equivalent background)
Ability to be in-office 1 day per week (candidates not within a reasonable commuting distance from the posting location(s) will not be considered, unless an accommodation is granted as required by law)
Ability to utilize Excel for analysis and reporting and modelling in VBA (strongly preferred)

Responsibilities

Accurately predict call volumes, average speed of answer (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 efficiently via hiring, outsourcing, and attrition
Develop staffing models which are utilized by Finance during the budgeting process
Maintain numerous staffing models which may include multiple business units
Perform continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months)
Capture call baseline data, recording and removing volume-driven events, determine historical patterns, incorporate incremental drivers, and incorporate shrinkage patterns through analysis of past data
Predict future impact on call drivers
Analyze and interpret staffing model results by isolating and analyzing trends and assessing business impacts
Develop a long-term service level plan with specific actions based on gaps identified by the model
Meet with management to review staffing models and to make improvements on future forecasts
Design, build and maintain databases and/or spreadsheets tracking key service statistics
Determine long-term needs and loads the forecast into the WFM system
Serve as expert on WFM software and may be point of contact for systems related issues

Skills

Workforce Management

Call Volume Forecasting

ASA

Service Levels

Abandonment Rates

Average Handle Time

Staffing Models

Capacity Planning

Trend Analysis

Shrinkage Analysis

Forecasting

Budgeting

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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