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Workforce Analyst II

Rego Park, New York Apply Now Job ID 1149893 Category Health Insurance Operations Organization Fidelis Care Schedule Full-time
Description:

Position Purpose: Assist with maximizing the effectiveness of scheduling, systems, performance metrics, data analysis, reporting and overall operational functions for all lines of business and all locations. Evaluate staffing adjustments and re skilling of agents as necessary to provide adequate phone coverage.

  • Oversee and monitor real-time call activity at various call centers and make necessary staffing adjustments.
  • Monitor agent productivity and provide feedback to management
  • Develop and submit various reports, including detail forecasts, plans, schedules and performance, both in advance and in review.
  • Identify, evaluate and report issues and differentiate between workflow, technical, external or staffing.
  • Maintain tracking database, analyze trends and make recommendations to management
  • Work directly with the department head on strategic planning and new business implementation and forecasting.
  • Ensure team is aware of any upcoming changes and provide insight on the day-to-day functions
  • Develop policies and procedures for the workforce management unit.

  • Qualifications:


    Education/Experience: Bachelor’s degree or equivalent experience. 3+ years of workforce management preferably related to Call Centers. Proficiency with all MS Office applications.

    IEX experience is a large bonus.



    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.

     

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