Workforce Management Analyst Senior

Location

This role requires associates to be in-office 1 day per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. Alternate locations may be considered if candidates reside within a commuting distance from an office. Per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment unless an accommodation is granted as required by law.

The Workforce Management Analyst Senior will 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. The analyst identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. They develop staffing models utilized by Finance during budgeting and maintain multiple staffing models across business units.

• Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long term (typically 12–18 months).
• Captures call baseline data, recording and removing volume‑driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data.
• Predicts future impact on call drivers.
• Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts.
• Develops a long‑term service level plan with specific actions based on gaps identified by the model.
• Meets with management to review staffing models and to make improvements on future forecasts.
• Designs, builds and maintains databases and/or spreadsheets tracking key service statistics.
• Determines long‑term needs and loads the forecast into the WFM system.
• Serves as expert on WFM software and may be point of contact for system‑related issues.

Requires a BA/BS degree in Business, Statistics or related field and a minimum of 2 years call center operations experience with 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 utilize Excel for analysis and reporting and modelling in VBA strongly preferred.

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, and local laws.

Applicants who require accommodation to participate in the job application process may contact elevancehealthj for assistance. 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.