Senior Director, Claims Workforce Management

Business Area: Customer Care

Job Type: Full time

Position Purpose: Defines the strategy for the building and automation of recurring capacity and scenario planning models to support service, quality, and efficiency standards. Influences senior leadership on strategic plans to meet short-term and long-term business objectives. This is a strategic workforce management leadership role supporting a large-scale claims operation.

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.

Applicants for this job have the flexibility to work remote from home anywhere in the United States.

Experience developing workforce capacity and staffing plans within a claims operation is highly preferred.

• Plans and directs workforce management policies, objectives, operations, and initiatives

• Defines the overall vision for workforce management within the contact center to ensure achievable goals and milestones are set

• Prioritizes initiatives and opportunities consistent with mission and strategic direction of the organization to lead the workforce management team

• Analyzes operations and influences key performance criteria to influence staffing model strategies based on trends and forecasted results to create the most effective and efficient support models for contact center

• Develops and directs the inter-departmental partnerships to collaborate and maintain effective operations within the workforce management department of the contact center

• Oversees efforts in development of workforce management budget and hiring strategies with business stakeholders to ensure they are in line with the operational and business goals

• Establishes operational targets, best practices, and training programs to support the contact center and drive quality and efficiency standards

• Oversees the strategic initiatives related to onboarding, hiring, recent promotes, transfers and performance and/or reward decisions within workforce management function to support future growth and strategy

• Performs other duties as assigned

• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 10+ years of related experience, including prior management experience or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. 5+ years management experience preferred.

Pay Range: $146,000.00 - $269,600.00 per year

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