Remote Real-Time Workforce Analytics Analyst II

Centene; United States; Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401K

Stock purchase plans

Tuition reimbursement

Paid time off

Flexible work schedules (remote,hybrid

Job summary

Centene is seeking a real-time analytics professional to monitor contact center call traffic, reflect workforce targets, and predict resource demands. You will analyze complex metrics to determine efficiency and support staffing decisions, operating across core business hours with potential remote/hybrid options.

Qualified candidates have a Bachelor's degree with 2–4 years of related experience and familiarity with Workforce Management platforms.

Qualifications

• 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.

Responsibilities

• 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

Education

Bachelor's degree

Equivalent experience

Tools

Workforce Management platforms

Job description

Centene is seeking a real-time analytics professional to monitor contact center call traffic, reflect workforce targets, and predict resource demands. You will analyze complex metrics to determine efficiency and support staffing decisions, operating across core business hours with potential remote/hybrid options.

Qualified candidates have a Bachelor's degree with 2–4 years of related experience and familiarity with Workforce Management platforms.