Virtual Workforce Manager Jobs Near Me

Job ID: JP00046759

Anticipated Start Date: September 28,, 2026

Please note this is the target date and is subject to change. BCForward will send official notice ahead of a confirmed start date.

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

Responsibilities:

• 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.

Requirements:

• 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.

Additional Information: (Need to be proficient in the following:)

• Genesys Cloud
  NICE IEX
  Call Center Monitoring
  Multi-Tasking
  Strong IT Skills
  WIN 11 & Office

Hours:

• Monday - Friday 9:30 am - 6:00 pm est

  
  

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, contractors are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

About BCForward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCForward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.