Remote Workforce Scheduling Analyst II

Centene Corporation

Town of Florida (NY)

On-site

USD 37,000 - 66,000

Full time

2 days ago

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Benefits offered by this job

Remote work

Benefits package

Job summary

Centene Corporation is seeking a Customer Care workforce professional to optimize staffing and scheduling for a 100% remote role across the United States. You will analyze contact center patterns, forecast workload, and produce reports to improve service levels, speed of answer, and adherence while maintaining records and assisting with policy development.

The role requires a bachelor's degree and 2–4 years of related experience.

Qualifications

Requires a bachelor's degree and 2–4 years of related experience.
Ability to prioritize, perform independent decision making, and manage time effectively preferred.

Responsibilities

Develop staffing schedules to ensure maximum efficiency of resources to meet customer demand.
Analyzes and evaluates contact center patterns, including volumes, trends, and productivity, and identifies disruptions to schedules.
Evaluates forecasted workload to build resourcing and scheduling plans to meet business objectives.
Analyzes data to assess impact on service levels, speed of answer, and staff adherence.
Identifies areas for improvement and makes data-driven recommendations.
Maintains records of staff schedules, time off requests, and staffing information.
Produces scheduled and ad-hoc reports on contact center effectiveness and efficiency.
Assists in developing policies and procedures for the workforce management unit.
Performs other duties as assigned and complies with policies and standards.