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About the Role

As a Customer Care professional at Centene, you will analyze contact center workload to build resourcing and optimize scheduling plans to meet business objectives and goals. You will analyze complex scheduling information and develop staffing recommendations, contributing to the efficiency of our operations and the satisfaction of our 28 million members.

Responsibilities

• Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand.
• Analyzes and evaluates contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions.
• Evaluates results of forecasted contact center workload to build resourcing and scheduling plans to meet business objectives.
• Analyzes data using a centralized vs. decentralized queue strategy and evaluates how this strategy may impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence.
• Analyzes and evaluates key performance metrics, such as service level, average speed of answer, and contact center staff adherence, to identify areas for improvement and make data-driven recommendations.
• Assesses contact center staff’s productivity and prepares feedback for contact center supervisory staff.
• Maintains accurate records of contact center staff’s schedules, time off requests, and other staffing-related information.
• Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center.
• Assists in developing policies and procedures for the workforce management unit.
• Performs other duties as assigned.
• Complies with all policies and standards.

Requirements

• 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.
• Ability to prioritize, perform independent decision making, and manage time effectively preferred.

Skills

• Data analysis
• Scheduling
• Workforce management
• Performance metrics analysis
• Reporting

Location

• 100% Remote

Work Type

• Full-time
• Remote

Experience Level

• 2 – 4 years of related experience

Education Level

• Bachelor's degree

Salary/Compensations

• $27.02 - $48.55 per hour

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work

About the Company

• Centene is a diversified, national organization.
• Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different.

Equal Opportunity

• 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.