Workforce Real-Time Management Analyst II at Centene

You are an experienced workforce analyst with a Bachelor’s degree and 2 to 4 years of background in contact center operations. You possess a solid technical gra

Work type: remote

Location: Remote-AZ

Salary: $27 – $49/hr

Type: Full-time

Summary

You are an experienced workforce analyst with a Bachelor’s degree and 2 to 4 years of background in contact center operations. You possess a solid technical grasp of resource allocation and performance monitoring metrics. **What makes it worth a look...** Centene pays between $27.02 and $48.55 per hour for this fully remote role based in Arizona. You will receive a comprehensive benefits package that includes health insurance, a 401K plan, and tuition reimbursement. **You might be a good fit if you...** * Have hands-on experience monitoring real-time queue metrics and staffing levels. * Know how to interpret service level, occupancy, and productivity indicators. * Are comfortable running complex reports to influence business decisions. * Can provide actionable feedback to leadership based on daily trend analysis.

Job Description

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.
 

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.Position Purpose: Performs real-time analytics to monitor contact center call traffic, reflect current workforce operational targets, and predict resource demands. Analyzes complex contact center metrics to determine efficiency of contact center.

• Performs real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level and customer experience


• Utilizes real-time allocations of resources, prioritizes certain channels as necessary, and escalates requests for staffing changes


• Partners with the Workforce Scheduling and Forecasting groups to ensure call volumes are being handled, analyzed, and included in future forecasts


• Monitors and drives real-time adherence to schedules for team members and provides feedback to leaders in real-time via pre-defined communication channels


• Prepares and communicates trends, synopses, insights, and plan of actions with respect to performance activities multiple times per day to senior workforce management


• Acts as primary point of contact for daily scheduling questions, issues, or changes for complex matters


• Uses key business indicators (e.g., service level metrics, efficiency, occupancy, and productivity) to drive business decisions


• Runs scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics


• Adheres to all company’s policies, procedures, guidelines, and common practices


• Optimizes the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness


• Performs other duties as assigned


• Complies with all policies and standards

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Experience with managing, inspiring, motivating, and engaging workforce related teams preferred.

Pay Range: $27.02 - $48.55 per hour

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.

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