Workforce Scheduling Analyst II

Centene • Arlington, TX

251d • $26 - $47

About The Position

As a Customer Care professional at Centene, you will play a crucial role in changing the lives of our 28 million members. This position allows for remote work flexibility from anywhere in the United States. The primary purpose of this role is to analyze the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals. You will analyze complex scheduling information and develop staffing recommendations, ensuring maximum efficiency of resources to meet customer demand. Additionally, you will evaluate contact center patterns, including volumes, trends, and productivities, to identify unexpected absences and operational disruptions. Your role will also involve assessing contact center staff productivity and preparing feedback for supervisory staff, maintaining accurate records of schedules and time off requests, and developing policies and procedures for the workforce management unit.

Requirements

• Requires a Bachelor's degree.
• 2 - 4 years of related experience or equivalent experience.
• Ability to prioritize, perform independent decision making, and manage time effectively.

Responsibilities

• Analyzes the contact center's workload to build resourcing and optimize scheduling plans.
• Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand.
• Analyzes and evaluates contact center patterns, including volumes, trends, and productivities.
• Identifies unexpected absences, deviations from schedules, and other operational disruptions.
• Evaluates results of forecasted contact center workload to build resourcing and scheduling plans.
• Analyzes data using a centralized vs. decentralized queue strategy.
• Evaluates key performance metrics to identify areas for improvement.
• Assesses contact center staff's productivity and prepares feedback for supervisory staff.
• Maintains accurate records of contact center staff's schedules and time off requests.
• Ensures scheduled and ad-hoc reports on the effectiveness and efficiencies of contact center.
• Assists in developing policies and procedures for the workforce management unit.
• Performs other duties as assigned.

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: Ambulatory Health Care Services
• Education Level: Bachelor's degree