Director, Workforce Management

Centene Corporation • Northampton, MA

67d • $131,100 - $242,500

About The Position

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: Directs the building and automation of recurring capacity and scenario planning models to support service, quality, and efficiency standards. Focuses on tactical and strategic plans to meet short-term business objectives. Drives accountability for the workforce management function and supports the development of long-term growth plans of the contact center. Drives the overall vision for workforce management within the contact center and ensures that achievable goals and milestones are set. Ensures contact center provides high levels of service by leading the short- and long-term staffing models and monitoring daily activities. Develops staffing model strategies based on trends and forecasted results to create the most effective and efficient support models for contact center. Influences adherence to established policies and procedures within workforce management of contact center. Adheres to department budget and allocates resources according to project(s) and schedule; reviews actual and budgeted comparisons and ensures expenses reflect effective and efficient utilization of company resources. Ensures strong partnerships between workforce management, training and other departments supporting the contact center. Directs the overall strategy for onboarding, hiring, and training new employees on onboarding, hiring, recent promotes, transfers and performance and/or reward decisions within workforce management function with the assistance of manager review and/or approval. Performs other duties as assigned. Complies with all policies and standards.

Requirements

• Requires a Bachelor's degree.
• 7+ years of related experience, including prior management experience.
• 4+ years management experience preferred.

Responsibilities

• Directs the building and automation of recurring capacity and scenario planning models.
• Focuses on tactical and strategic plans to meet short-term business objectives.
• Drives accountability for the workforce management function.
• Supports the development of long-term growth plans of the contact center.
• Drives the overall vision for workforce management within the contact center.
• Ensures high levels of service by leading staffing models and monitoring daily activities.
• Develops staffing model strategies based on trends and forecasted results.
• Influences adherence to established policies and procedures.
• Adheres to department budget and allocates resources according to project(s) and schedule.
• Ensures strong partnerships between workforce management, training, and other departments.
• Directs the overall strategy for onboarding, hiring, and training new employees.
• Performs other duties as assigned.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees