Supervisor, Workforce Management

Centene Management Company LLC; Missouri; 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 remote/hybrid/office/work

Job summary

Centene Management Company LLC is seeking a Senior Workforce Management Lead to supervise development and automation of capacity planning models for service, quality, and efficiency. You will set day-to-day objectives for the workforce management team and drive staffing strategies.

The role requires a Bachelor’s degree and 4+ years of related experience, with a pay range listed and flexible work options including remote, hybrid, and office schedules.

Qualifications

• Bachelor's degree required; 4+ years related experience or equivalent.

Responsibilities

• Oversees all activities within the workforce management function for the back-office utilization department.
• Drives staffing innovation, planning and implementation of contact center efficiencies.
• Allocates staffing based on analysis of schedules and work volume to cover business operations.
• Maintains workforce monitoring schedules and updates status reporting tools.
• Monitors performance and tracks KPIs: shrinkage, utilization, AHT, ASA, forecast accuracy, schedule adherence.
• Provides training, coaching and monitors performance of direct reports; supports onboarding and training.

Education

Bachelor's degree related field

Job description

Position Purpose

Supervises the development and automation of capacity and scenario planning models to support service, quality, and efficiency standards. Sets day-to-day operational objectives for workforce management team.

Key Details

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Job Responsibilities

Oversees all activities within the workforce management function for the back office utilization deparment Drives the innovation, planning and implementation of contact center efficiencies including allocating staffing based on analysis of schedules and work volume Creates and maintains workforce monitoring schedules for the contact center and makes necessary staffing adjustments to cover business operations Monitors work performance and analyzes results to update status reporting tools and track progress of key performance measures of the contact center Works with senior leadership to maintain the workforce management database, including key workforce management metrics (e.g., shrinkage, utilization, average handling time (AHT), average speed of answer (ASA), forecast accuracy, and schedule adherence Maintains knowledge of all policies and procedures within the workforce department Evaluates employees’ job performance and provides feedback as it relates to performance, goals, and career planning Provides training, coaches, and monitors performance of direct reports to help achieve established goals and objectives Develops and provides training to staff on new and revised policies and procedures including business requirements Assists with onboarding, hiring, and training new employees, recent promotes, and transfers within the workforce management department Performs other duties as assigned Complies with all policies and standards

Education & Experience

Requires a Bachelor's degree and 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.

Pay Range

Pay Range: $75,300.00 - $135,400.00 per year

Benefits

• competitive pay
• health insurance
• 401K and stock purchase plans
• tuition reimbursement
• paid time off plus holidays
• a flexible approach to work with remote, hybrid, field or office work schedules

Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.

Thanks for your interest in Centene and its subsidiary companies. We’re so glad that you’ve decided to fill out an application and take the next step to find your purpose. Also, we’re here to help support you on your candidate journey. Should you need an accommodation, please email [e-mail]. Centene is committed to helping people live healthier lives. We provide access to high-quality healthcare, innovative programs and a wide range of health solutions that help families and individuals get well, stay well and be well.