Real-Time Workforce Analyst II (Forecasting & Scheduling)

Centene Corp.; Florida; Ibrido; USD 80.000 - 105.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off + holidays

Flexible work schedule

Descrizione del lavoro

Centene Corp. is seeking a Real-time Analytics professional to monitor contact center call traffic and workforce targets, while predicting resource demands.

The role focuses on real-time performance, SLA achievement, and actionable insights for senior management. Qualified candidates will have a Bachelor's degree and 2–4 years of related experience, with preference for experience in Workforce Management platforms and flexible work hours between 7:00 AM–11:00 PM EST.

Competenze

• 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.
• Experience with managing, inspiring, motivating, and engaging workforce related teams preferred.

Mansioni

• Performs real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level and customer experience
• Utilizes real-time allocations of resources, prioritizes certain channels as necessary, and escalates requests for staffing changes
• Partners with the Workforce Scheduling and Forecasting groups to ensure call volumes are being handled, analyzed, and included in future forecasts
• Monitors and drives real-time adherence to schedules for team members and provides feedback to leaders in real-time via pre-defined communication channels
• Prepares and communicates trends, synopses, insights, and plan of actions with respect to performance activities multiple times per day to senior workforce management
• Acts as primary point of contact for daily scheduling questions, issues, or changes for complex matters
• Uses key business indicators (e.g., service level metrics, efficiency, occupancy, and productivity) to drive business decisions
• Runs scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics
• Adheres to all company's policies, procedures, guidelines, and common practices
• Optimizes the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness
• Performs other duties as assigned
• Complies with all policies and standars

Conoscenze

Real-time analytics

Workforce management

Data analysis

Formazione

Bachelor's degree

Strumenti

Workforce Management platforms

Descrizione del lavoro

Centene Corp. is seeking a Real-time Analytics professional to monitor contact center call traffic and workforce targets, while predicting resource demands.

The role focuses on real-time performance, SLA achievement, and actionable insights for senior management. Qualified candidates will have a Bachelor's degree and 2–4 years of related experience, with preference for experience in Workforce Management platforms and flexible work hours between 7:00 AM–11:00 PM EST.