Workforce Scheduling Analyst II

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

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.

• 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

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