WFM Analyst

3 weeks ago

Pasig, Philippines Carelon Global Solutions Philippines, Inc. Full time
WFM Analyst (PHL) page is loaded## WFM Analyst (PHL)locations: PHL-ILO-One Fintech Place, Iloilo Business Park, Megaworld Blvd, Mandurriao: PHL-Pasig City-Glas Building, Opal Road,time type: Full timeposted on: Posted Todaytime left to apply: End Date: October 31, 2025 (30+ days left to apply)job requisition id: JR **Position Title:**WFM Analyst (PHL)**Shift:****Job Description:**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. Primary duties may include, but are not limited to: 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. Requires a H.S. diploma; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. Real-time management experience in a centralized call center environment is preferred. WFM Experience is preferred**Care meets innovation**Our name translates to “providing full and complete care” and reinforces our commitment to putting people first in all that we do. We specialize in contact center operations (call and chat) and clinical nurse operations for Elevance Health. With four offices in prime locations across the Philippines—two in Manila and two in Iloilo—we boast a talent pool of more than 9,000 associates all working together to improve healthcare operations.We use the right balance of care, technology, data, and expertise to streamline experiences and create value for our clients, people, and community. We also recognize the value that our associates bring, and that is why we are committed to providing the same through competitive compensation and comprehensive benefits such as rewards and recognition programs, health and medical insurance, and best-in-class amenities to keep associates and their families healthy and secure. At Carelon Global Solutions Philippines, we care for those who provide care. Join us today.We celebrate and leverage our associates' limitless skills, talents, unique perspectives, and experiences. By respecting our people's culture and background, we foster a collaborative and purpose-driven workplace where everyone can grow and thrive in their careers.
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