Workforce Scheduling Analyst II

Centene Corporation • Remote-VA, NV

2d • $27 - $49 • Remote

About The Position

Analyzes contact center workload to build resourcing and optimize scheduling plans that meet business objectives and goals. Analyzes complex scheduling information and develops staffing recommendations. The position is 100% remote and requires a full-time, 40-hour schedule within operating hours of Monday through Saturday, 7:00 AM to 8:00 PM EST. Applicants must be authorized to work in the U.S. without current or future employment-based visa sponsorship.

Requirements

• Bachelor's degree, or equivalent experience acquired through applicable knowledge, duties, scope, and skills reflective of the position level.
• 2–4 years of related experience.
• Must be authorized to work in the U.S. without the need for current or future employment-based visa sponsorship.
• Must be available to work a full-time, 40-hour schedule within Monday–Saturday, 7:00 AM–8:00 PM EST operating hours.

Nice To Haves

• Ability to prioritize, make independent decisions, and manage time effectively.

Responsibilities

• Develop staffing schedules to use resources efficiently and meet customer demand.
• Analyze contact center patterns, including volumes, trends, and productivity, and identify unexpected absences, schedule deviations, and other operational disruptions.
• Evaluate forecasted contact center workload to develop resourcing and scheduling plans that meet business objectives.
• Analyze centralized versus decentralized queue strategies and assess their potential effects on metrics and staffing plans, including service level, average speed of answer, and staff adherence.
• Evaluate key performance metrics to identify improvement opportunities and make data-driven recommendations.
• Assess contact center staff productivity and prepare feedback for supervisory staff.
• Maintain accurate records of staff schedules, time-off requests, and other staffing-related information.
• Prepare scheduled and ad-hoc reports on contact center effectiveness and efficiency.
• Assist in developing policies and procedures for the workforce management unit.
• Perform other duties as assigned.
• Comply with all policies and standards.

Benefits

• Competitive pay
• Health insurance
• 401(k) and stock purchase plans
• Tuition reimbursement
• Paid time off and holidays
• Flexible approach to work schedules, including remote, hybrid, field, or office arrangements

What This Job Offers

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