Supervisor, Workforce Management

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

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.

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 and 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

$75,300.00 - $135,400.00 per year

About Centene

At Centene, we connect people to the care they need to live healthier lives - and the work you do here makes that impact real every day. You'll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.

Centene offers a comprehensive benefits package including:

• competitive pay


• health insurance


• 401K and stock purchase plans


• tuition reimbursement


• paid time off plus holidays


• and 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