Capacity Planning Analyst II

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose: Builds and automates recurring capacity and scenario planning models to support service, quality, and efficiency standards. Works closely with senior team members to analyze some identified complex capacity planning issues.

• Plans, measures, and monitors operating limits and capacities of the contact center
• Analyzes and evaluates workforce metrics to manage retention rates and improve contact center capacity planning
• Produces reports that evaluate resource capacity and identifies areas where improvements can be implemented based on actual or anticipated demand
• Gathers performance data and measures the output of the contact center to determine achievement or variance with quality and efficiency standards
• Builds and identifies opportunities to enhance recurring capacity and scenario planning models
• Leverages real-time and predictive analytics to reflect most current workforce planning
• Maintains all performance capacity reports, statistics, and metrics for management
• Interfaces with contact center leaders to understand the business needs and make updates where necessary
• Ensures compliance to all guidelines and optimal utilization of all contact center resources
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: 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.

Pay Range: $26.50 - $47.59 per hour

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.  Total compensation may also include additional forms of incentives.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

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