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Centene Corporation · 2 hours ago

Senior Workforce Scheduling Analyst

United States

Full-time

Remote

Mid, Senior Level

$64K/yr - $115K/yr

4+ years exp

Centene Corporation is a diversified national organization seeking a Senior Workforce Scheduling Analyst. The role involves analyzing and optimizing scheduling plans for the contact center to meet business objectives and ensure adequate staffing levels that align with customer demand.

Hospital & Health Care

No H1B

Responsibilities

Analyzes and reviews the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals

Analyzes the effectiveness and complex results of the contact center's schedule and provides scheduling methodology improvements to senior workforce scheduling team

Participates in and leads meetings with stakeholders to analyze staffing plans and performance to ensure contact center staff is equipped with the right skills/credentials and the appropriate number of team members are available at the right times to meet customer demand

Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences

Analyzes contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions

Mentors and supports other members of the workforce scheduling team, and provides guidance and support to other departments as needed

Advises on using a centralized vs. decentralized queue strategy and evaluates how this strategy will impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence

Provides inputs to measure and analyze contact center staff productivity and delivers findings and recommendations to senior workforce scheduling team

Ensures accurate records of contact center staff schedules, time off requests, and other staffing-related information to maintain contact center scheduling optimization

Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center

Influences changes in policies and procedures for the workforce management unit

Performs other duties as assigned

Complies with all policies and standards