Centene is looking for a Manager, Workforce Management to lead a team focused on building and automating capacity and scenario planning models for the contact center. You will set goals and manage all workforce management activities to support service, quality, and efficiency standards.
What You'll Do
- Manage all activities within the workforce management function for the contact center.
- Drive the innovation, planning, and implementation of contact center efficiencies, including allocating staffing based on analysis of schedules and work volume.
- Collaborate with departments and contact center leadership to determine optimum staffing, scheduling, and resource allocation.
- Monitor work performance and analyze results to identify challenges and anticipate future needs.
- Develop strategies and identify staffing needs for forecasted new businesses.
- Lead and communicate the performance of the workforce management function to senior leadership.
- Maintain knowledge of all policies and procedures within the department to ensure compliance.
- Partner with senior leadership to ensure consistent adherence to documented workflow guidelines.
- Partner with senior leadership to provide performance reviews and oversee training development.
- Assist senior leadership in onboarding, hiring, and training new employees and transfers.
What We're Looking For
- A Bachelor's degree and 5+ years of related experience.
- Authorization to work in the U.S. without the need for employment-based visa sponsorship now or in the future.
Nice to Have
- 2+ years of supervisory experience.
Team & Environment
You will manage the workforce management team for the contact center.
Benefits & Compensation
- Compensation: $87,000.00 - $161,300.00 per year.
- 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.
Work Mode
This role follows a hybrid work model.
Centene is an equal opportunity employer.
