Head of Workforce Management & Operations (Remote)

Centene Management Company LLC; Missouri; Ibrido; USD 75.000 - 135.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive pay

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

Flexible remote/hybrid/office/work

Descrizione del lavoro

Centene Management Company LLC is seeking a Senior Workforce Management Lead to supervise development and automation of capacity planning models for service, quality, and efficiency. You will set day-to-day objectives for the workforce management team and drive staffing strategies.

The role requires a Bachelor’s degree and 4+ years of related experience, with a pay range listed and flexible work options including remote, hybrid, and office schedules.

Competenze

• Bachelor's degree required; 4+ years related experience or equivalent.

Mansioni

• Oversees all activities within the workforce management function for the back-office utilization department.
• Drives staffing innovation, planning and implementation of contact center efficiencies.
• Allocates staffing based on analysis of schedules and work volume to cover business operations.
• Maintains workforce monitoring schedules and updates status reporting tools.
• Monitors performance and tracks KPIs: shrinkage, utilization, AHT, ASA, forecast accuracy, schedule adherence.
• Provides training, coaching and monitors performance of direct reports; supports onboarding and training.

Formazione

Bachelor's degree related field

Descrizione del lavoro

Centene Management Company LLC is seeking a Senior Workforce Management Lead to supervise development and automation of capacity planning models for service, quality, and efficiency. You will set day-to-day objectives for the workforce management team and drive staffing strategies.

The role requires a Bachelor’s degree and 4+ years of related experience, with a pay range listed and flexible work options including remote, hybrid, and office schedules.