Remote Lead, Workforce Management & Analytics

Centene Corp.; Missouri; Ibrido; USD 75.000 - 135.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive pay

Health insurance

401K/Stock plans

Tuition reimbursement

Paid time off

Descrizione del lavoro

Centene Corp. is seeking a Workforce Management Manager to supervise development and automation of capacity and scenario planning models and set day-to-day objectives for the workforce management team.

You will drive staffing efficiency across the contact center, maintain performance metrics, oversee training and onboarding, and collaborate with senior leadership on policies and budgeting. The role offers flexible schedules with remote or hybrid options and opportunities to impact care delivery.

Competenze

• Bachelor's degree required; 4+ years related experience preferred.
• Experience in workforce management and contact center operations.
• Ability to analyze data and translate insights into staffing actions.

Mansioni

• Oversee all activities within the workforce management function for the back-office utilization department.
• Drive innovation, planning and implementation of contact center efficiencies including staff allocation based on schedules and volume.
• Create and maintain workforce monitoring schedules and adjust staffing to cover operations.
• Monitor performance and update reporting tools to track KPIs like AHT, ASA, forecast accuracy, and schedule adherence.
• Maintain workforce management database and metrics with senior leadership.
• Evaluate employee performance and provide feedback tied to goals and career planning.
• Provide training, coaching, and monitoring for direct reports to achieve objectives.
• Assist with onboarding, hiring, and training of new staff within the department.
• Ensure compliance with policies and standards; perform other duties as assigned.

Conoscenze

Workforce management

Staffing optimization

Performance metrics

Team leadership

Training and onboarding

Formazione

Bachelor's degree

Descrizione del lavoro

Centene Corp. is seeking a Workforce Management Manager to supervise development and automation of capacity and scenario planning models and set day-to-day objectives for the workforce management team.

You will drive staffing efficiency across the contact center, maintain performance metrics, oversee training and onboarding, and collaborate with senior leadership on policies and budgeting. The role offers flexible schedules with remote or hybrid options and opportunities to impact care delivery.