Workforce Analyst I

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

*Applicants for the job have the flexibility to work remote from home anywhere in the United States. The person in this position will need to be able to work an 8-hour shift between the hours of 7:00 a.m. - 6:30 p.m. Central Time. This individual will also need to work one weekend every 7 weeks (four hours on Saturday and Sunday each, with flexing a day off during the work week).

Position Purpose: Use ACD phone system to assist with maximizing the effectiveness of scheduling, systems, performance metrics, data analysis, reporting and overall operational functions for all lines of business and all locations. Evaluate staffing adjustments and reskilling of agents as necessary to provide adequate phone coverage.

• Monitor real-time call activity at various call centers and make necessary staffing adjustments
• Coordinate scheduling of all offices with call center supervisory staff
• Monitor agent productivity and provide feedback to call center supervisory staff
• Generate reports daily, weekly, monthly, annually and ad hoc
• Detail forecasts, plans, schedules and performance, both in advance and in review
• Identify, evaluate and report call center issues and differentiate between workflow, technical, external or staffing
• Work directly with the department head on strategic planning and new business implementation and forecasting
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: High school diploma or equivalent. 5+ years of customer service experience. Working knowledge of telephony systems and call center technology and vocabulary. Experience with manpower planning and scheduling. Experience with forecasting and trending. Call center and service level experience preferred.

Pay Range: $22.79 - $38.84 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

Apply