Position Purpose: Analyzes the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals. Analyzes some complex scheduling information and develops staffing recommendations.
Key Details: Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.
100% remote role eligible to work anywhere in the US. Regular business hours.
- Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand
- Analyzes and evaluates contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions
- Evaluates results of forecasted contact center workload to build resourcing and scheduling plans to meet business objectives
- Analyzes data using a centralized vs. decentralized queue strategy and evaluates how this strategy may impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence
- Analyzes and evaluates key performance metrics, such as service level, average speed of answer, and contact center staff adherence, to identify areas for improvement and make data- driven recommendations
- Assesses contact center staff’s productivity and prepares feedback for contact center supervisory staff
- Maintains accurate records of contact center staff’s schedules, time off requests, and other staffing-related information
- Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center
- Assists in developing policies and procedures for the workforce management unit
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience: Requires a bachelor's degree and 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Ability to prioritize, perform independent decision making, and manage time effectively preferred.
Pay Range: $27.02 - $48.55 per hourAt Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act
