Supervisor, Workforce Management – Clayton, MO – Centene Corporation – Society of Workforce Planning Professionals

Posted On: 09-04-2018
Position Title: Supervisor, Workforce Management
Job Location: Clayton, Missouri
Apply Online: https://centene.taleo.net/careersection/2/jobdetail.ftl?job=1110283&lang=en

Supervisor, Workforce Management – 1110283

Position Purpose: Supervise the customer service workforce management function including forecasting, scheduling, call routing, service level management and business continuity. Support multiple functional areas with long-range planning, short-term scheduling, and real-time service level management. Ensure consistency of processes, optimization of systems and achievement of performance metrics

Supervise all activities related to the workforce management function

Monitor all call activities at various call centers and make necessary staffing adjustments

Monitor agent productivity, identify gaps and provide feedback to management

Evaluate and allocate staffing based on analysis of schedules, call volume, etc.

Assist with gathering requirements and RFP responses for new business

Identify staffing needs and forecasting for new business

Ensure consistency and accuracy between telephone and workforce management systems through audits

Monitor call center performance, analyze results against company objectives and campaigns, and provide feedback and recommendations to management

Assist with the development of policies and procedures for the workforce department

Understand and translate business requirements into detailed system requirements for call center routing

Work with team to determine most effective call routing delivery to best able to handle a specific call types

Education/Experience: Bachelor’s degree in related field or equivalent experience. 4+ years of call center scheduling and service level experience. Experience with forecasting and workforce management optimization software. Experience with Microsoft Office, IEX and CMS Supervisor preferred.

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.

Job

Customer Service

Primary Location

USA-Missouri-Clayton

Other Locations

USA-Florida-Orlando, USA-Arizona-Tempe, USA-Georgia-Atlanta, USA-Arizona-Tucson, USA-Arkansas-Little Rock

Organization

Corporate

Schedule

Full-time