Senior Workforce Scheduling Analyst

Job Description

Centene Corporation is seeking a Senior Workforce Scheduling Analyst to enhance contact center operations. In this role, you will: * Analyze and refine the contact center's workload to create effective resourcing and scheduling strategies aligned with business objectives. * Evaluate the performance of existing schedules and recommend improvements to the workforce scheduling team. * Conduct meetings with stakeholders to discuss staffing needs and performance, ensuring adequate staffing levels and skill sets are maintained. * Collaborate with management to understand staffing demands and use analytical tools to develop optimized schedules that balance business requirements with employee preferences. * Assess contact center trends, including call volumes and productivity, to identify and address operational disruptions such as unexpected absences. * Mentor and support workforce scheduling team members, offering guidance across departments as needed. * Advise on queue management strategies, assessing the impact on key metrics like service level and staff adherence. * Provide insights on contact center staff productivity, presenting findings and recommendations to the senior team. * Maintain accurate records of staff schedules, time-off requests, and related data to support scheduling optimization. * Generate regular reports on contact center efficiency and effectiveness. * Contribute to policy and procedure changes within the workforce management unit. * Undertake additional duties as required, adhering to all company policies and standards. Your expertise will ensure our contact center operations effectively meet the needs of Centene's 28 million members, while also promoting flexibility and efficiency in workforce management.

Qualifications

To succeed in this role, you should have: 1. A bachelor's degree. 2. Four to six years of relevant experience in workforce scheduling. 3. Equivalent experience demonstrating the required knowledge, skills, and scope for the position.

Benefits

Centene provides an attractive compensation and benefits package, including: - Competitive pay. - Comprehensive health insurance options. - 401K and stock purchase plans for long-term financial security. - Tuition reimbursement to support ongoing professional development. - Generous paid time off, including holidays. - A flexible approach to work, with options for remote, hybrid, field, or office schedules.