Workforce Real-Time Management Analyst II

Centene Corporation•Remote-FL, FL

About The Position

The Workforce Real-Time Management Analyst II performs real-time analytics to monitor contact center call traffic, track current workforce operational targets, and predict resource demands. The role analyzes complex contact center metrics to assess efficiency and supports the achievement of service-level and customer-experience goals through real-time monitoring, resource allocation, adherence management, reporting, and communication with workforce management leaders. The position partners with Workforce Scheduling and Forecasting teams, handles complex daily scheduling questions and changes, and uses business indicators to inform decisions. Candidates must be authorized to work in the U.S. without current or future employment-based visa sponsorship. The role requires flexibility within core business hours of 7:00 AM–11:00 PM EST. Centene describes its work as supporting access to care and healthier lives, and offers a comprehensive benefits package subject to eligibility.

Requirements

Bachelor’s degree and 2–4 years of related experience, or equivalent experience demonstrated through applicable knowledge, duties, scope, and skills.
Must be authorized to work in the U.S. without requiring employment-based visa sponsorship now or in the future.
Must have flexibility within core business hours of 7:00 AM–11:00 PM EST.

Nice To Haves

Experience working with Workforce Management platforms.
Experience managing, inspiring, motivating, and engaging workforce-related teams.

Responsibilities

Monitor queue metrics and contact center staff performance in internal systems to help achieve service-level and customer-experience goals.
Allocate resources in real time, prioritize channels as needed, and escalate staffing-change requests.
Partner with Workforce Scheduling and Forecasting groups to ensure call volumes are handled, analyzed, and incorporated into future forecasts.
Monitor and drive team members’ real-time schedule adherence and provide feedback to leaders through predefined communication channels.
Prepare and communicate performance trends, summaries, insights, and action plans multiple times per day to senior workforce management.
Serve as the primary point of contact for complex daily scheduling questions, issues, and changes.
Use business indicators, including service-level metrics, efficiency, occupancy, and productivity, to guide business decisions.
Run scheduled daily and weekly reports, as well as ad-hoc reports, on performance metrics.
Follow company policies, procedures, guidelines, and common practices.
Optimize real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness.
Perform other duties as assigned.
Comply with all policies and standards.