Note: The job is a remote job and is open to candidates in USA. Centene Corporation is a healthcare organization focused on connecting people to the care they need. The Workforce Scheduling Analyst II analyzes contact center workload, develops staffing and scheduling plans, evaluates operational metrics, and makes data-driven recommendations to optimize workforce efficiency.
Responsibilities
- 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
Skills
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
- 100% remote role eligible to work anywhere in the US
- Regular business hours
- 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
Benefits
- Health insurance
- 401K and stock purchase plans
- Tuition reimbursement
- Paid time off plus holidays
- A flexible approach to work with remote, hybrid, field or office work schedules
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