Manager, Workforce Management

Centene Corporation

1d • $87,000 - $161,300

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. 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: Manages the building and automation of capacity and scenario planning models to support service, quality, and efficiency standards. Sets goals and objectives for workforce management team for achievement of operational results. Manages all activities within the workforce management function for the contact center Drives and manages the innovation, planning and implementation of contact center efficiencies including allocating staffing based on analysis of schedules and work volume Collaborates with departments and contact center leadership to determine optimum staffing, scheduling, and resource allocation to ensure improved productivity and operational efficiency within the contact center Monitors work performance and analyze results to identify challenges and anticipate contact center’s future needs Develops strategies and identifies staffing needs for forecasted new businesses Leads and communicates the performance of the workforce management function of the contact center to senior leadership Maintains knowledge of all policies and procedures within the workforce department to ensure compliance of established procedures Partners with senior leadership to ensure consistent adherences to documented workflow guidelines and established procedures Partners with senior leadership to provide performance reviews and oversee the development and implementation of trainings Assists workforce management senior leadership in onboarding, hiring, and training new employees, recent promotes, and transfers within the workforce management department and provides input Performs other duties as assigned Complies with all policies and standards

Requirements

• Requires a Bachelor's degree and 5+ years of related experience.
• Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Nice To Haves

• 2+ years supervisory experience preferred.

Responsibilities

• Manages the building and automation of capacity and scenario planning models to support service, quality, and efficiency standards.
• Sets goals and objectives for workforce management team for achievement of operational results.
• Manages all activities within the workforce management function for the contact center
• Drives and manages the innovation, planning and implementation of contact center efficiencies including allocating staffing based on analysis of schedules and work volume
• Collaborates with departments and contact center leadership to determine optimum staffing, scheduling, and resource allocation to ensure improved productivity and operational efficiency within the contact center
• Monitors work performance and analyze results to identify challenges and anticipate contact center’s future needs
• Develops strategies and identifies staffing needs for forecasted new businesses
• Leads and communicates the performance of the workforce management function of the contact center to senior leadership
• Maintains knowledge of all policies and procedures within the workforce department to ensure compliance of established procedures
• Partners with senior leadership to ensure consistent adherences to documented workflow guidelines and established procedures
• Partners with senior leadership to provide performance reviews and oversee the development and implementation of trainings
• Assists workforce management senior leadership in onboarding, hiring, and training new employees, recent promotes, and transfers within the workforce management department and provides input
• Performs other duties as assigned
• Complies with all policies and standards

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager