[Hiring] Workforce Scheduling Analyst II @Centene Corporation

Role Description

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.
• Identifies unexpected absences, deviations from schedules, and other operational disruptions.
• Evaluates results of forecasted contact center workload to build resourcing and scheduling plans.
• Analyzes data using a centralized vs. decentralized queue strategy and evaluates its impact on key performance metrics.
• Analyzes and evaluates key performance metrics to identify areas for improvement and make data-driven recommendations.
• Assesses contact center staff’s productivity and prepares feedback for supervisory staff.
• Maintains accurate records of staff schedules, time off requests, and other staffing-related information.
• Ensures scheduled and ad-hoc reports on the effectiveness and efficiencies of the contact center.
• Assists in developing policies and procedures for the workforce management unit.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• 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.

Requirements

• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.
• Must be available to work a full-time, 40-hour schedule within operating hours of Monday–Saturday, 7:00 AM to 8:00 PM EST.

Benefits

• Competitive pay.
• Health insurance.
• 401K and stock purchase plans.
• Tuition reimbursement.
• Paid time off plus holidays.
• Flexible approach to work with remote, hybrid, field, or office work schedules.
• Total compensation may include additional forms of incentives.
• Benefits may be subject to program eligibility.