Workforce Real-Time Management Analyst II

Centene • Myrtle Beach, SC

70d • $26 - $47 • Remote

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: Performs real-time analytics to monitor contact center call traffic, reflect current workforce operational targets, and predict resource demands. Analyzes complex contact center metrics to determine efficiency of contact center. Performs real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level and customer experience. Utilizes real-time allocations of resources, prioritizes certain channels as necessary, and escalates requests for staffing changes. Partners with the Workforce Scheduling and Forecasting groups to ensure call volumes are being handled, analyzed, and included in future forecasts. Monitors and drives real-time adherence to schedules for team members and provides feedback to leaders in real-time via pre-defined communication channels. Prepares and communicates trends, synopses, insights, and plan of actions with respect to performance activities multiple times per day to senior workforce management. Acts as primary point of contact for daily scheduling questions, issues, or changes for complex matters. Uses key business indicators (e.g., service level metrics, efficiency, occupancy, and productivity) to drive business decisions. Runs scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics. Adheres to all company's policies, procedures, guidelines, and common practices. Optimizes the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness. Performs other duties as assigned. Complies with all policies and standards.

Requirements

• Requires a Bachelor's degree.
• 2 - 4 years of related experience or equivalent experience.
• Experience with managing and engaging workforce related teams preferred.
• Workforce experience is required.

Responsibilities

• Performs real-time analytics to monitor contact center call traffic.
• Analyzes complex contact center metrics to determine efficiency.
• Monitors queue metrics and staff performance to ensure service level.
• Utilizes real-time allocations of resources and prioritizes channels.
• Partners with Workforce Scheduling and Forecasting groups.
• Monitors real-time adherence to schedules and provides feedback.
• Prepares and communicates trends and insights to senior management.
• Acts as primary contact for daily scheduling questions and issues.
• Uses key business indicators to drive decisions.
• Runs scheduled and ad-hoc reports on performance metrics.
• Optimizes real-time monitoring tools and workforce management techniques.

Benefits

• Competitive pay.
• Health insurance.
• 401K and stock purchase plans.
• Tuition reimbursement.
• Paid time off plus holidays.
• Flexible work schedules (remote, hybrid, field, or office).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree