Senior Workforce Scheduling Analyst

Centene Corporation

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: Analyzes and reviews the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals. Analyzes the effectiveness and complex results of the contact center's schedule and provides scheduling methodology improvements to senior workforce scheduling team. Participates in and leads meetings with stakeholders to analyze staffing plans and performance to ensure contact center staff is equipped with the right skills/credentials and the appropriate number of team members are available at the right times to meet customer demand Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences Analyzes contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions Mentors and supports other members of the workforce scheduling team, and provides guidance and support to other departments as needed Advises on using a centralized vs. decentralized queue strategy and evaluates how this strategy will impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence Provides inputs to measure and analyze contact center staff productivity and delivers findings and recommendations to senior workforce scheduling team Ensures accurate records of contact center staff schedules, time off requests, and other staffing- related information to maintain contact center scheduling optimization Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center Influences changes in policies and procedures for the workforce management unit Performs other duties as assigned Complies with all policies and standards

Requirements

Requires a bachelor's degree and 4 – 6 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
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

Responsibilities

Analyzes and reviews the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals.
Analyzes the effectiveness and complex results of the contact center's schedule and provides scheduling methodology improvements to senior workforce scheduling team.
Participates in and leads meetings with stakeholders to analyze staffing plans and performance to ensure contact center staff is equipped with the right skills/credentials and the appropriate number of team members are available at the right times to meet customer demand
Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences
Analyzes contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions
Mentors and supports other members of the workforce scheduling team, and provides guidance and support to other departments as needed
Advises on using a centralized vs. decentralized queue strategy and evaluates how this strategy will impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence
Provides inputs to measure and analyze contact center staff productivity and delivers findings and recommendations to senior workforce scheduling team
Ensures accurate records of contact center staff schedules, time off requests, and other staffing- related information to maintain contact center scheduling optimization
Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center
Influences changes in policies and procedures for the workforce management unit
Performs other duties as assigned
Complies with all policies and standards