Director, Workforce Management

Centene Corporation•Northampton, MA

About The Position

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility. Position Purpose: The Director, Workforce Management serves as a business leader who will be responsible for building, managing, and owning workforce management strategy, process, and execution. Will focus on tactical and strategic plans, capacity planning, quality, efficiency standards, and tool development to meet short-term and long-term business objectives. Drives accountability for the workforce management function and supports the development of long-term growth plans. Ensures business operations 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 business operations. Influences adherence to established policies and procedures within workforce management. 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 lines of business. Act as a key driver for change to support growth initiatives and continued business improvement and transformation. Use data, technology and innovation to drive continuous improvement to identify, assess and resolve issues across business operations. Supports daily inventory management and SLA performance of the organization. Drives cross functional improvements in processing times and prevention of aging work. Performs other duties as assigned. Complies with all policies and standards.

Requirements

A Bachelor's Degree in a related field or equivalent experience required.
7+ years of professional level experience.
Experience to include strategy development, identifying and implementing process improvements, presenting to senior management, and analytical background.
Previous management experience including responsibilities for hiring, training, assigning work and managing performance of staff.

Nice To Haves

A Master's Degree in business administration or analytical field preferred.
Demonstrated experience in workforce management across call center and/or back-office environments highly preferred.

Responsibilities

Building, managing, and owning workforce management strategy, process, and execution.
Focus on tactical and strategic plans, capacity planning, quality, efficiency standards, and tool development to meet short-term and long-term business objectives.
Drives accountability for the workforce management function and supports the development of long-term growth plans.
Ensures business operations 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 business operations.
Influences adherence to established policies and procedures within workforce management.
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 lines of business.
Act as a key driver for change to support growth initiatives and continued business improvement and transformation.
Use data, technology and innovation to drive continuous improvement to identify, assess and resolve issues across business operations.
Supports daily inventory management and SLA performance of the organization.
Drives cross functional improvements in processing times and prevention of aging work.
Performs other duties as assigned.
Complies with all policies and standards.