Real-Time Workforce Optimization Analyst II

Centene Management Company LLC; Florida; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401K

Stock purchase plans

Tuition reimbursement

Paid time off and holidays

Flexible work arrangements

Job summary

Centene Management Company LLC in Florida seeks a real-time analytics professional to monitor contact center traffic, optimize staffing and forecast resource needs. You will analyze queue metrics, ensure service levels, and partner with Workforce Scheduling and Forecasting to incorporate insights into future plans.

The role requires a Bachelor's degree and 2–4 years of relevant experience; familiarity with Workforce Management platforms is a plus.

Qualifications

• Requires a Bachelor's degree and 2–4 years of related experience.
• Experience with managing, inspiring, motivating, and engaging workforce related teams preferred.

Responsibilities

• Monitor real-time queue metrics and staff performance to ensure service levels.
• Analyze performance data and prepare insights for senior workforce management multiple times daily.
• Collaborate with Scheduling and Forecasting to include call volumes in future forecasts.
• Provide real-time adherence monitoring and feedback to leaders.
• Run daily/weekly reports on performance metrics and act on staffing changes as needed.

Skills

Real-time analytics

Performance monitoring

Stakeholder communication

Education

Bachelor's degree

2–4 years related experience

Tools

Workforce Management platforms

Job description

Centene Management Company LLC in Florida seeks a real-time analytics professional to monitor contact center traffic, optimize staffing and forecast resource needs. You will analyze queue metrics, ensure service levels, and partner with Workforce Scheduling and Forecasting to incorporate insights into future plans.

The role requires a Bachelor's degree and 2–4 years of relevant experience; familiarity with Workforce Management platforms is a plus.