Workforce Scheduling Analyst II

Centene Corporation•Remote-VA, MI

1d•$27 - $49•Remote

About The Position

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.

Requirements

Requires a bachelor's degree and 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Ability to prioritize, perform independent decision making, and manage time effectively preferred.

Responsibilities

Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand
Analyzes and evaluates contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions
Evaluates results of forecasted contact center workload to build resourcing and scheduling plans to meet business objectives
Analyzes data using a centralized vs. decentralized queue strategy and evaluates how this strategy may impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence
Analyzes and evaluates key performance metrics, such as service level, average speed of answer, and contact center staff adherence, to identify areas for improvement and make data- driven recommendations
Assesses contact center staff’s productivity and prepares feedback for contact center supervisory staff
Maintains accurate records of contact center staff’s schedules, time off requests, and other staffing-related information
Ensures scheduled (e.g., daily, weekly) 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
Complies with all policies and standards