Workforce Real-Time Management Analyst I

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.
 

*Applicants for the job have the flexibility to work remote from home anywhere in the United States; however, must be able to work a Monday - Friday schedule that covers 11:00 a.m. - 8:00 p.m. Eastern Time.

Position Purpose: Leverages real-time analytics to monitor contact center call traffic, reflect current workforce operational targets, and predict resource demands. Works closely with senior workforce team members to optimize simple contact center capabilities.

• Performs real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level expectations

• Assists with managing real-time response to events and incidents, and escalating to appropriate teams when needed

• Assists in managing real-time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes

• Monitors real-time adherence to schedules for team members and provides feedback to leaders in real-time via pre-defined communication channels

• Acts as primary point of contact for daily scheduling questions, issues, or changes

• Creates scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics

• Processes new hire profiles in internal workforce management tool and links call management systems to reflect real time activity

• Modifies, cancels, or re-prioritizes planned or shrinkage under direct guidelines from senior team members

• Performs other duties as assigned

• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 0 – 2 years of related experience or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Experience as project lead handling large projects in similar domain preferred.

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