Workforce Scheduling Analyst II

Centene Corporation • Remote-VA, MI

3d • $27 - $49 • Remote

About The Position

The Workforce Scheduling Analyst II analyzes contact center workload to develop resourcing and scheduling plans that meet business objectives and goals. The role analyzes complex scheduling information and develops staffing recommendations. This is a 100% remote role for someone authorized to work in the United States without current or future employment-based visa sponsorship. Regular business hours apply.

Requirements

• Bachelor's degree and 2–4 years of related experience, or equivalent experience demonstrated through applicable knowledge, duties, scope, and skills.
• Authorized to work in the United States without current or future employment-based visa sponsorship.

Nice To Haves

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

Responsibilities

• Develop staffing schedules to maximize resource efficiency 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 and develop resourcing and scheduling plans to meet business objectives.
• Analyze centralized versus decentralized queue strategies and assess their potential impact on performance metrics and staffing plans, including service level, average speed of answer, and staff adherence.
• Analyze 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

• Comprehensive benefits package, including competitive pay, health insurance, 401(k) and stock purchase plans, tuition reimbursement, paid time off, and 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 program eligibility.

What This Job Offers

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