Workforce Scheduling Analyst II

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Centene Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Centene Corporation is a leading provider of government-sponsored healthcare services, specializing in delivering affordable and high-quality healthcare solutions. For over 40 years, Centene has focused on transforming the health of communities by expanding access to Medicaid, Medicare, and Health Insurance Marketplace services, as well as serving military communities through the TRICARE program. As the largest Medicaid managed care organization and a key participant in the Marketplace, Centene emphasizes localized healthcare delivery combined with strong partnerships with nonprofit organizations to meet the unique needs of its members. Centene is also committed to corporate sustainability and social responsibility, prioritizing environmental stewardship and ethical governance to enhance the well-being of the communities it serves.

📋 Description

• Analyze the contact center’s workload to build resourcing and optimize scheduling plans • Develop staffing schedules to maximize resource efficiency and meet customer demand • Analyze contact center volumes, trends, productivities, unexpected absences, schedule deviations, and operational disruptions • Evaluate forecasted contact center workload to build resourcing and scheduling plans • Analyze centralized versus decentralized queue strategies and their impact on service levels, average speed of answer, staff adherence, and staffing plans • Evaluate key performance metrics and make data-driven recommendations for improvement • Assess contact center staff productivity and prepare feedback for supervisory staff • Maintain accurate records of staff schedules, time-off requests, and staffing-related information • Ensure daily, weekly, and ad-hoc reports on contact center effectiveness and efficiency • Assist in developing workforce management policies and procedures • Perform other assigned duties and comply with policies and standards

🎯 Requirements

• Bachelor’s degree required • 2–4 years of related experience • Equivalent experience may substitute for the stated degree through applicable knowledge, duties, scope, and skills • Ability to analyze contact center workload, forecasts, staffing, schedules, and performance metrics • Ability to prioritize, make independent decisions, and manage time effectively preferred • Eligible to work anywhere in the United States • Regular business hours

🏖️ Benefits

• Competitive pay • Health insurance • 401K and stock purchase plans • Tuition reimbursement • Paid time off plus holidays • Flexible approach to work with remote, hybrid, field or office work schedules • Additional forms of incentives may be included in total compensation