Lead Workforce Analyst
| Company | Centene |
|---|---|
| Location | Tallahassee, FL, USA, Atlanta, GA, USA |
| Salary | $55100 – $99000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- High school diploma or equivalent
- Bachelor’s degree preferred
- 5+ years of call center scheduling and service level experience
- 1+ years of workforce management experience in nurse triage call center environment
- Working knowledge of telephony systems, call center technology and vocabulary, manpower planning and scheduling concepts
- Experience with forecasting and workforce management optimization software
- Proficiency with all MS Office applications, CMS, Visio, Business Objects
Responsibilities
- Serve as a lead for the Workforce staff and departmental functions
- Manage/oversee real time call activity at various call centers
- Design and generate department reports
- Perform routine audits on each Workforce staff to ensure desired quality is being met
- Work as a liaison between workforce management and reporting and projects team to ensure team is aware of any upcoming changes and provide insight on the day-to-day functions of the call center
- Develop policies and procedures for the workforce management unit
- Assist with the development of expansion of new business
- Performs other duties as assigned
- Complies with all policies and standards
Preferred Qualifications
-
No preferred qualifications provided.