Supervisor, Workforce Management

Centene Corporation • Remote-MO, MO

1d • $75,300 - $135,400

About The Position

The Supervisor, Workforce Management oversees workforce management activities for the back office utilization department and sets day-to-day operational objectives for the team. The role supervises the development and automation of capacity and scenario planning models to support service, quality, and efficiency standards, and drives contact center efficiency planning and implementation.

The position works with senior leadership to maintain workforce management metrics and reporting, monitor performance, and adjust staffing to meet operational needs. It also supervises and develops direct reports through feedback, coaching, training, and support with hiring and onboarding.

Applicants must be authorized to work in the United States without current or future employment-based visa sponsorship. Equivalent experience may substitute for the stated education and experience requirements when demonstrated through applicable knowledge, duties, scope, and skills.

Requirements

• Bachelor’s degree and 4 or more years of related experience, or equivalent experience demonstrated through applicable knowledge, duties, scope, and skills.
• Authorization to work in the United States without the need for current or future employment-based visa sponsorship.

Responsibilities

• Oversee all activities within the workforce management function for the back office utilization department.
• Drive the innovation, planning, and implementation of contact center efficiencies, including allocating staffing based on schedule and work-volume analysis.
• Create and maintain workforce monitoring schedules for the contact center and make staffing adjustments to cover business operations.
• Monitor work performance, analyze results, update status reporting tools, and track progress against contact center performance measures.
• Work with senior leadership to maintain the workforce management database and metrics, including shrinkage, utilization, average handling time (AHT), average speed of answer (ASA), forecast accuracy, and schedule adherence.
• Maintain knowledge of workforce department policies and procedures.
• Evaluate employees’ job performance and provide feedback related to performance, goals, and career planning.
• Train, coach, and monitor direct reports to help achieve established goals and objectives.
• Develop and provide staff training on new and revised policies, procedures, and business requirements.
• Assist with onboarding, hiring, and training new employees, recent promotes, and transfers within the workforce management department.
• Perform other duties as assigned.
• Comply with all policies and standards.

Benefits

• Competitive pay
• Health insurance
• 401(k)
• Stock purchase plans
• Tuition reimbursement
• Paid time off
• Holidays
• Flexible approach to work, with remote, hybrid, field, or office work schedules
• Additional forms of incentives may be included in total compensation, subject to applicable terms and eligibility.

What This Job Offers

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