Workforce Real-Time Management Analyst II

Business Area: Customer Care

Job Type: Full time

Position Purpose: Performs real-time analytics to monitor contact center call traffic, reflect current workforce operational targets, and predict resource demands. Analyzes complex contact center metrics to determine efficiency of contact center.

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.

Qualified should have flexibility between the core business hours of 7:00AM-11:00PM EST. Preferred candidates will have experience working with Workforce Management platforms.

• Performs real-time monitoring of queue metrics and contact center staff performance within internal systems to ensure contact center achieves service level and customer experience

• Utilizes real-time allocations of resources, prioritizes certain channels as necessary, and escalates requests for staffing changes

• Partners with the Workforce Scheduling and Forecasting groups to ensure call volumes are being handled, analyzed, and included in future forecasts

• Monitors and drives real-time adherence to schedules for team members and provides feedback to leaders in real-time via pre-defined communication channels

• Prepares and communicates trends, synopses, insights, and plan of actions with respect to performance activities multiple times per day to senior workforce management

• Acts as primary point of contact for daily scheduling questions, issues, or changes for complex matters

• Uses key business indicators (e.g., service level metrics, efficiency, occupancy, and productivity) to drive business decisions

• Runs scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics

• Adheres to all company’s policies, procedures, guidelines, and common practices

• Optimizes the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness

• Performs other duties as assigned

• Complies with all policies and standars

Education/Experience: Requires a Bachelor's degree and 2 – 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.

Experience with managing, inspiring, motivating, and engaging workforce related teams preferred.

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