Senior Workforce Management Lead, Remote/Hybrid

Centene; United States; Hybrid; USD 75,000 - 135,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

Flexible work with remote, hybrid, or

Job summary

Centene seeks a Workforce Management leader to supervise the development and automation of capacity and scenario planning models, setting day-to-day objectives for the workforce management team to support service quality and efficiency standards.

You will drive staffing decisions across the contact center, monitor performance, and work with senior leadership to maintain the workforce management database and key metrics like shrinkage, utilization, AHT, ASA, forecast accuracy, and schedule

Qualifications

• Bachelor's degree and 4+ years of related experience.

Responsibilities

• Oversees workforce management for the back office utilization department.
• Drives staffing based on analysis of schedules and work volume to improve center efficiency.
• Maintains training, coaches, and monitors staff performance to meet goals.
• Keeps the workforce management database up to date and tracks key metrics (AHT, ASA, forecast accuracy, schedule adherence).
• Onboards and develops staff, contributing to a culture of continuous improvement.

Skills

Staff coaching

Training delivery

Performance monitoring

Forecasting

Staffing optimization

Education

Bachelor's degree

Job description

Centene seeks a Workforce Management leader to supervise the development and automation of capacity and scenario planning models, setting day-to-day objectives for the workforce management team to support service quality and efficiency standards.

You will drive staffing decisions across the contact center, monitor performance, and work with senior leadership to maintain the workforce management database and key metrics like shrinkage, utilization, AHT, ASA, forecast accuracy, and schedule