Position TitleWorkforce Management Analyst I – Real Time AnalystLocation and Work HoursVirtual (full‑time, with required in‑person training sessions). Work hours: Monday – Friday 12:30 PM – 9:00 PM EST. Holiday hours may be required as determined by business needs.Job OverviewThe role enables associates to work virtually full‑time while monitoring real‑time call volume demand and flexing workforce accordingly. The analyst ensures that the best possible call center service levels are achieved to maximize utilization and maintains consistent service by adjusting schedules and routing as needed.ResponsibilitiesMonitor and react to fluctuations in call volume to restore service levels quickly.Schedule activities and off‑phone duties based on forecasted call patterns.Adjust call routing during unusual call patterns to meet service level targets.Update schedules to reflect staffing availability, breaks, paid time off, tardiness, and other factors.Provide statistical staffing requirements through the WFM system.Minimum RequirementsHigh school diploma and at least 2 years of call center operations experience, or an equivalent combination of education and experience.Preferred QualificationsExperience in real‑time workforce management within a centralized call center.Proficiency with MS Excel, Tableau, and database coding (DBA).Prior knowledge of Genesys Cloud and/or NICE iEX.Compensation & BenefitsSalary range: $23.19 per hour to $40.01 per hour (for virtual and in‑person locations within Nevada and Virginia).Comprehensive benefits package including medical, dental, vision, short‑ and long‑term disability, 401(k) with match, stock purchase plan, life insurance, wellness programs, and financial education resources.Incentive and recognition programs.Accommodations & Equal OpportunityCandidates not within a reasonable commuting distance from a posting location for hybrid work will not be considered unless accommodation is granted as required by law. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other protected status. Candidates requiring accommodation may contact elevancehealthjobssupport@elevancehealth.com.Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws.Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 Agency for Health Care Administration.#J-18808-Ljbffr