WFM Analyst

WFM Analyst
Location:

Mason, OH, Tucson, AZ; This position will work a hybrid model (remote and office). The Ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.
BioPlus Specialty Pharmacy is now part of CarelonRx (formerly lngenioRx), and a proud member of the Elevance Health family of companies. Together, CarelonRx and BioPlus offer consumers and providers an unparalleled level of service that's easy and focused on whole health. Through our distinct clinical expertise, digital capabilities, and broad access to specialty medications across a wide range of conditions, we deliver an elevated experience, affordability, and personalized support throughout the consumer's treatment journey.
The

WFM Analyst

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.
How you will make an impact:
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.

Minimum Requirements:
Requires a H.S. diploma 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:
Prior workforce experience.

2 years real-time management experience in a centralized call center environment preferred.

Excel knowledge.

Communication skills.

Supports clinical and customer service anywhere*

Pulsepoint hours to support the center from 11:00-8:00pm EST.

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